From 414eac85198b583ed80e216c319b461750e091cd Mon Sep 17 00:00:00 2001 From: Nico Schottelius Date: Mon, 20 Sep 2021 11:50:50 +0900 Subject: [PATCH] SLA: begin writing products --- .../contents.lr | 12 ++- content/u/products/ungleich-sla/contents.lr | 78 +++++-------------- 2 files changed, 27 insertions(+), 63 deletions(-) diff --git a/content/u/products/ungleich-infrastructure-availability/contents.lr b/content/u/products/ungleich-infrastructure-availability/contents.lr index 611351d..133c515 100644 --- a/content/u/products/ungleich-infrastructure-availability/contents.lr +++ b/content/u/products/ungleich-infrastructure-availability/contents.lr @@ -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 | diff --git a/content/u/products/ungleich-sla/contents.lr b/content/u/products/ungleich-sla/contents.lr index 7ee311e..7bd8b34 100644 --- a/content/u/products/ungleich-sla/contents.lr +++ b/content/u/products/ungleich-sla/contents.lr @@ -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: