Reliability and service levels
Reliability is described in three different ways, and they are not interchangeable. This guide explains the difference. Only your agreement creates a service-level commitment.
Design, certification, and commitment
- Design: how the infrastructure was built, for example redundancy levels
- Certification: a third party's assessment against a standard, where one exists
- Commitment: a contractual service level, with remedies
Reading a service-level commitment
- Covered service: exactly what the commitment applies to
- Measuring party and method
- Scope and exclusions, such as scheduled maintenance
- Notification: how and when you must report a breach
- Remedies: what you receive if the level is missed