For cure periods, if the contract doesn't have any agreed upon timeframes, you could use a default such as 30 days to review. However, that could be tailored to your needs depending on how critical that service availability is to your business.
Original Message:
Sent: 04-26-2023 04:28 PM
From: Frances Bussart
Subject: SLA Boundary Ranges
Hello and thank you for the insight, it was very helpful. Do youhave any best practices on "cure periods"?
Original Message:
Sent: 04-26-2023 02:28 PM
From: Danielle Lafollette
Subject: SLA Boundary Ranges
Hello!
When it comes to SLAs for service availability, anything less than their successful uptime percentages would be in need of improvement. Technically anything other than successful could fall under "Improvement Needed".
In our practice, if the agreement only states acceptable and unacceptable ranges, we will leave the Needs Improvement section blank. However, if the agreement has multiple levels of availability ranges with associated credits, I add anything in between successful and unacceptable in the Needs Improvement section.
Example: Acceptable being 99.95%, no credits (Successful Performance); Less than 99.95 but greater than 95.0 would receive a 10% statement credit (Improvement Needed). Less than 95.0% is unacceptable, 25% credit or option to terminate (Unacceptable Performance).
Hope this is helpful! I would love to hear if anyone else has any suggestions or can share how they handle this situation with their SLA monitoring.
Original Message:
Sent: 04-21-2023 10:23 AM
From: Anonymous Member
Subject: SLA Boundary Ranges
This message was posted by a user wishing to remain anonymous
We are looking for suggestions for setting up SLA Boundary Ranges that pertain to System Availability. Do you fill information in for Improvement Needed, if so, what do you fill in?
Thank you