Depending on the type of services offered by Uni Systems and on clients’ business needs, Service Level Agreements are defined and monitored within the services lifecycle.
Uni Systems maintains a set of measurable core service level targets to monitor the performance and availability of its cloud infrastructure and services. These Service Level Targets are discussed with the customers and depending on the specific contract requirements those targets may be customized to serve the customers business needs. Typical service level targets are those referring to the availability of Cloud infrastructure and Services:
Maximum Down Time for the service
Mean Time to Repair
Availability is defined in terms of service availability and component availability.
The SLA targets are monitored and the quality of the service delivered is periodically evaluated in order to ensure that the customer needs are satisfied. Reports are issued for the customer if requested.