Creating solid SLAs will let you save the day when the unexpected happens— and keep aggressive users at bay with a set of written expectations.
For a lot of smaller businesses, a service-level agreement (SLA) may not be top priority. Maybe it seems overly formal or unnecessary, or too time-consuming a project. And it’s true — an SLA is a binding document, and it takes time and thought to create a good one. But an SLA isn’t meant only for big enterprises. Even a seemingly simple IT infrastructure becomes complicated when there’s data loss or an outage. It’s just as important for smaller organizations to have an agreement with the business side of the house to set expectations on data and system recovery and availability.
This paper highlights the importance of an SLA to meet the needs of the business, for system, application, and data recovery and availability.