Service level agreement
The technical annex suggests the suppliers to recommend service levels. SLAs drive both technical and service designs and as such unless the secretariat defines the service levels (or key components thereof) they are likely to be presented with different commercial proposals that will be difficult to compare. To ensure best value for the secretariat they will need to define these service levels in line with their required business outcomes as going for premium service levels and hours could drive over engineered solutions.
Our recommendation would be to have tailored ranges of SLAs that are applicable to business requirement. This allows the secretariat to maximise ROI for each given area - i.e. that less critical server can have less stringent SLAs allowing lower cost options.
SLA (listed on a per server basis – SLAs are usually given on a “system” basis but trying to tie down servers to individual services is typically difficult and results in over engineering)
- Support hours e.g. 9-5 / 24-7
- Availability requirement e.g. 99.99%, 99.9%
- DR requirements - RTO / RPO