This document discusses establishing a baseline for service level agreements (SLAs). It recommends taking a pyramid approach, starting with the expected designated outcomes. It provides an example of point-of-sale (POS) devices like wireless routers, receipt printers, and terminals. The document also suggests listing vendor commitments like response times, operating hours, and hardware replacement windows to understand each vendor's level of support. This collected data can then be used to package a baseline SLA with minimal risk to the client that outlines response times, hardware failure processes, and service restoration commitments.

1. SLA -> Baseline
From Raymond
http://itsmmy.blogspot.com/

2. What is baseline of
our SLA
When a service is not able to deliver as what it
designated for or in another word - Faulty /
Downtime/breakdown/ SOS!!!!!

3. 1. How to calc ?
Choose one approach to grab the audience’s
attention right from the start: unexpected,
emotional, or simple.
➔ Waterfall approach
A pyramid approach , start from the
peak where the designated outcome
suppose to deliver expected.

4. 2. A POS Example
Wireless router
Control hub
Receipt printer
Kitchen receipt printer
POS Terminal
➔ What
What is back to back support from
each of this device . 4 hour response ?
➔ Who
Who are them , how to contact
them.their operating hours

5. 3. List down OLA
We need to understand from each vendor on
their commitment of services to us
➔ Wireless router /Control Hub
Vendor A , warranty 1 yr , exchange
with new within 9am-5pm . 2 hour
➔ Receipt printer /POS Terminal
Vendor B , 24*7 on call, 5 min response ,
onsite within 2 hour.

6. 4. SLA Baseline
With the above data , we can package our
baseline with our client at minimal risk
➔ For response - Generally we can fix at 5
min response if any customer complaint.
➔ For hardware failure - within 2 hour we
can provide 1 to 1 exchange
➔ For service restoration - vendor will be
onsite within 2 hour when phone
response still not able to fix the problem.

7. Good luck!
Let slide , i will focus more in calculate the
availability of services