When in doubt, opt for a simple collection of metric data. Automated systems are best because expensive manual collection of measurements is unlikely to be reliable. In this article, we will introduce some examples and templates to help you create SLAs. The SLA should include not only a description of the services to be provided and their expected service levels, but also the measures against which the services are measured, the duties and responsibilities of each party, the remedies or penalties for violations, and a log for the addition and removal of measures. . . .
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