What is actually promised.
WHAT AN AGREEMENT TYPICALLY COVERS
Availability, as a percentage Response time to a reported fault Restoration time Compensation for failures
WHAT AVAILABILITY PERCENTAGES MEAN
The proportion of time the service should work.
WHY SMALL DIFFERENCES MATTER
The difference between percentages translates to hours of permitted downtime.
HOW TO EVALUATE IT
Convert the percentage into hours per month.
WHAT TO CHECK ABOUT RESPONSE TIME
Whether it means acknowledgement or attendance.
WHY THAT DISTINCTION
Acknowledgement within a period is nearly worthless on its own.
WHAT TO LOOK FOR
A committed restoration time.
WHAT TO CHECK ABOUT COMPENSATION
How it is calculated How it is claimed Whether it is automatic
WHY CLAIMING MATTERS
Compensation is frequently available and rarely claimed.
WHAT TO DO
Log outages, and claim.
WHAT EXCLUSIONS TO READ
Scheduled maintenance Events outside the provider's control Customer-side faults
WHAT TO ESTABLISH ABOUT MAINTENANCE
How much notice is given, and when it occurs.
WHAT CONSUMER SERVICES TYPICALLY OFFER
No meaningful commitment.
WHAT THAT IMPLIES
If downtime is expensive, a business service is required.
WHAT TO COMPARE
The price difference against what downtime costs you.
