Creating Highly Available Database Solutions: Oracle Real Application Clusters (RAC) and Sun Cluster 3.x Software

Appendix B. Sample Service Level Agreement

This appendix presents a high-level outline of the areas that should be addressed in a typical service level agreement (SLA) and provides some detail for the areas that were discussed earlier in this book. This example is an excerpt from the SLA used by a large telecommunications network equipment manufacturer. As you will see, this outline shows that a typical SLA should define the relationships and responsibilities that exist between information technology (IT) departments and internal and external customers and partners.

This sample does not provide all the details required for a complete SLA. Instead, we describe only the items that are specific to defining service level requirements.

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