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SLA: begin writing products

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Nico Schottelius 2021-09-20 11:50:50 +09:00
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commit 414eac8519
2 changed files with 27 additions and 63 deletions
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12
content/u/products/ungleich-infrastructure-availability/contents.lr
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@ -10,13 +10,19 @@ description1:
## Infrastructure availability
This is version **1.0 of the ungleich infrastructure availability definition**.
Depending on your project or business case you have different
availbility requirements. In the IT industry, we usually use the
concept of accepted percentage downtime per year. The follow table
lists the typical availability categories:
availbility requirements. At ungleich we accomodate the range
from "can be offline for a while" up to "is mission critical".
We orientate ourselves on the It standard availability definitions
"availability per year". The following table gives an overview of
typical availability rates:
```
| % | Accepted downtime / year |
| 98 | 175.2h or 7.3 days |
| 99 | 87.6h or 3.65 days |
| 99.9 | 8.76h |
| 99.99 | 0.876h or 52.55 minutes |

78
content/u/products/ungleich-sla/contents.lr
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@ -27,79 +27,28 @@ and is suitable for non-critical deployments. The standard SLA covers:
* Service level: best effort
* Included for all products
* Support via support@ungleich.ch (answered 09:00-17:00 on work days)
* Individual Development and Support available at standard rate of 220 CHF/h
* No telephone support
* Telephone support: not guaranteed
---
feature1_title: Bronze SLA
---
feature1_text:
The business SLA is suited for running regular applications with a
focus of business continuity and individual support. Compared to the
standard SLA it **guarantees you responses within 5 hours** within work
hours. You also can **reach our staff at extended** hours.
---
feature2_title: Enterprise SLA
---
feature2_text:
The Enterprise SLA is right for you if you need high availability, but
you don't require instant reaction times from our team.
How this works:
* All services are setup in a high availability setup (additional
charges for resources apply)
* The target uptime of services: 99.99%
---
feature3_title: High Availability (HA) SLA
---
feature3_text:
If your application is mission critical, this is the right SLA for
you. The **HA SLA** guarantees high availability, multi location
deployments with cross-datacenter backups and fast reaction times
on 24 hours per day.
---
offer1_title: Business SLA
offer1_title: Business SLA: 450 CHF/month
---
offer1_text:
* Target uptime of all services: 99.9%
* Service level: guaranteed reaction within 1 business day
* Development/Support (need to phrase this well): 180 CHF/h
* Telephone support (8-18 work days)
* Mail support (8-18 work days)
* Optional out of business hours hotline (360 CHF/h)
* 3'000 CHF/6 months
* Guaranteed response time within 1 business day
* Efficient support handling with support history
---
offer1_link: https://ungleich.ch/u/contact/
---
offer2_title: Enterprise SLA
offer2_title: Professional SLA
---
offer2_text:
** Requires High availability setup for all services with separate pricing
* Service level: reaction within 4 hours
* Telephone support (24x7 work days)
* Services are provided in multiple data centers
* Included out of business hours hotline (180 CHF/h)
* 18'000 CHF/6 months
TBD
---
offer2_link: https://ungleich.ch/u/contact/
---
offer3_title: HA SLA
offer4_title: Professional Plus SLA
---
offer3_text:
offer4_text:
* Uptime guarantees >= 99.99%
* Ticketing system reaction time < 3h
@ -111,7 +60,16 @@ Individual pricing. Contact us on support@ungleich.ch for an indivual
quote and we will get back to you.
---
offer3_link: https://ungleich.ch/u/contact/
offer6_link: https://ungleich.ch/u/contact/
---
offer6_title: Critical Services SLA
---
offer6_text:
TBD
---
offer6_link: https://ungleich.ch/u/contact/
---
description4: