1. Saad Haj Bakry, PhD, CEng, FIEE 1 Service Level Agreements: SLAs Saad Haj Bakry, PhD, CEng, FIEE P RESENTATIONS IN N ETWORK M ANAGEMENT

2. Saad Haj Bakry, PhD, CEng, FIEE 2 Objectives / Contents Understanding SLAs Basic Issues Development of SLAs Service Level Agreements

3. Saad Haj Bakry, PhD, CEng, FIEE 3 Understanding SLAs Definition A General View Internal / External Virtual Private Networks: VPNs Value Added Networks: VANs Service Level Agreements

4. Saad Haj Bakry, PhD, CEng, FIEE 4 Definition of SLA An agreement involving “ internal / external “ “ parties ” concerned with network “ problems ” Parties: Users Services Providers Resources Suppliers Problems: Demands Services Control Management Types: Internal: within the organization External: with external parties Service Level Agreements

5. Saad Haj Bakry, PhD, CEng, FIEE 5 A General View SLAs Services Providers Resources Suppliers Users Contents: Information / SW Equipment: HW / Networking / Communications Service Level Agreements

6. Saad Haj Bakry, PhD, CEng, FIEE 6 Internal / External SLAs Users: Associated with Different Internal Department Internal SLAs Internal IT Department: Computer Services / Intranet External SLAs Resources Suppliers Services Providers Service Level Agreements

7. Saad Haj Bakry, PhD, CEng, FIEE 7 VPNs VPN: Virtual Private Network A fully managed network for “private” use. It “shares resources” with “other networks” Need for SLA Service Level Agreements

8. Saad Haj Bakry, PhD, CEng, FIEE 8 VANs VAN: Value Added Network Additional services provided on existing networks. Need for SLA Service Level Agreements

9. Saad Haj Bakry, PhD, CEng, FIEE 9 Basic Issues Legal Issues Services Issues Service Level Issues Service Level Agreements

10. Saad Haj Bakry, PhD, CEng, FIEE 10 Legal Issues (1/2) Identifying the “ elements ” of the agreement: “ basic ”, “ technical ”, “ procedural: policy ” Basic: Parties Involved Users (distribution / requirements / demands) Providers (products / capabilities / services) Period of Agreement Language: English / Arabic Service Level Agreements

11. Saad Haj Bakry, PhD, CEng, FIEE 11 Legal Issues (2/2) Technical: Structure / Services Operation Level of Service Help Desk Training Consultancy Policy: Purchase / Lease Disputes / Penalties Reporting Tariff / Billing / Payment Internal: (centralized / distributed) External: (package / per item) Service Level Agreements

12. Saad Haj Bakry, PhD, CEng, FIEE 12 Services Issues SupplyMaintenanceRepair Call for Repair Trial Systems Installation Testing Spare Parts Support Timetable Response: Maximum interval to attend. Availability of skills Specifications: sites equipment skills… Types regular upgrade Service Level Agreements

13. Saad Haj Bakry, PhD, CEng, FIEE 13 Service Level Issues AvailabilityCongestionResponse Time to receive an answer MTBF: Mean Time Between Failures MTTR: Mean Time To Repair Availability: (99 %) NOS: Number of Successful Attempts NOF: Number of Failures Congestion: (99 %) Interactive Use: 5 seconds (?) Non-Interactive Service Level Agreements

14. Saad Haj Bakry, PhD, CEng, FIEE 14 Development of SLAs Initiation Phase Specifications Phase Documentation Phase Agreement Service Level Agreements

15. Saad Haj Bakry, PhD, CEng, FIEE 15 Initiation Phase User Current State Awareness Drive / Investment Objectives Opportunities / Problems Provider Internal / External Regulations Capabilities Experience: Local / International Willingness Service Level Agreements

16. Saad Haj Bakry, PhD, CEng, FIEE 16 Specifications Phase User Expectations Requirements RFP  Legal Issues  Services Issues  Service Level Provider Response to RFP Cost Saving versus Difference Value Added Services Strategic Relationships Service Level Agreements

17. Saad Haj Bakry, PhD, CEng, FIEE 17 Documentation Phase Joint (User / Provider) Description of Issues with Emphasis on the Following Services Service Level / Performance Fees / Penalties Service Level Agreements

18. Saad Haj Bakry, PhD, CEng, FIEE 18 Final Agreement “Provider” Proposes SLA Joint Refinement Signing “User” Reviews SLA RFP / Response / Documentations Service Level Agreements

19. Saad Haj Bakry, PhD, CEng, FIEE 19 Conclusions Issues Legal:  Basic  Technical  Policy Services:  Supply  Maintenance  Repair Service Level :  Availability  Congestion  Response Service Level Agreements  IInternal / External  Management:  Responsibilities  Documentation  Incentives / Penalties Step by Step Progress Service Level Agreements

20. Saad Haj Bakry, PhD, CEng, FIEE 20 References Telecommunications Management: Operation & Management of Networks, National Computing Centre (NCC) Training, UK. David Etheridge and Errol Simon, Information Networks: Planning and Design, Prentice Hall, UK. Service Level Agreements