SLA: begin writing products
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Nico Schottelius
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@ -10,13 +10,19 @@ description1:
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## Infrastructure availability
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## Infrastructure availability
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This is version **1.0 of the ungleich infrastructure availability definition**.
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Depending on your project or business case you have different
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Depending on your project or business case you have different
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availbility requirements. In the IT industry, we usually use the
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availbility requirements. At ungleich we accomodate the range
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concept of accepted percentage downtime per year. The follow table
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from "can be offline for a while" up to "is mission critical".
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lists the typical availability categories:
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We orientate ourselves on the It standard availability definitions
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"availability per year". The following table gives an overview of
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typical availability rates:
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```
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```
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| % | Accepted downtime / year |
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| % | Accepted downtime / year |
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| 98 | 175.2h or 7.3 days |
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| 99 | 87.6h or 3.65 days |
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| 99 | 87.6h or 3.65 days |
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| 99.9 | 8.76h |
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| 99.9 | 8.76h |
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| 99.99 | 0.876h or 52.55 minutes |
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| 99.99 | 0.876h or 52.55 minutes |
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@ -27,79 +27,28 @@ and is suitable for non-critical deployments. The standard SLA covers:
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* Service level: best effort
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* Service level: best effort
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* Included for all products
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* Included for all products
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* Support via support@ungleich.ch (answered 09:00-17:00 on work days)
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* Support via support@ungleich.ch (answered 09:00-17:00 on work days)
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* Individual Development and Support available at standard rate of 220 CHF/h
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* Telephone support: not guaranteed
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* No telephone support
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---
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---
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feature1_title: Bronze SLA
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offer1_title: Business SLA: 450 CHF/month
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---
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feature1_text:
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The business SLA is suited for running regular applications with a
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focus of business continuity and individual support. Compared to the
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standard SLA it **guarantees you responses within 5 hours** within work
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hours. You also can **reach our staff at extended** hours.
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---
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feature2_title: Enterprise SLA
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---
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feature2_text:
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The Enterprise SLA is right for you if you need high availability, but
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you don't require instant reaction times from our team.
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How this works:
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* All services are setup in a high availability setup (additional
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charges for resources apply)
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* The target uptime of services: 99.99%
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---
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feature3_title: High Availability (HA) SLA
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---
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feature3_text:
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If your application is mission critical, this is the right SLA for
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you. The **HA SLA** guarantees high availability, multi location
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deployments with cross-datacenter backups and fast reaction times
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on 24 hours per day.
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---
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offer1_title: Business SLA
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---
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---
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offer1_text:
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offer1_text:
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* Guaranteed response time within 1 business day
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* Target uptime of all services: 99.9%
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* Efficient support handling with support history
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* Service level: guaranteed reaction within 1 business day
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* Development/Support (need to phrase this well): 180 CHF/h
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* Telephone support (8-18 work days)
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* Mail support (8-18 work days)
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* Optional out of business hours hotline (360 CHF/h)
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* 3'000 CHF/6 months
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---
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---
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offer1_link: https://ungleich.ch/u/contact/
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offer1_link: https://ungleich.ch/u/contact/
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---
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---
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offer2_title: Enterprise SLA
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offer2_title: Professional SLA
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---
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---
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offer2_text:
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offer2_text:
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** Requires High availability setup for all services with separate pricing
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TBD
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* Service level: reaction within 4 hours
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* Telephone support (24x7 work days)
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* Services are provided in multiple data centers
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* Included out of business hours hotline (180 CHF/h)
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* 18'000 CHF/6 months
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---
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---
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offer2_link: https://ungleich.ch/u/contact/
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offer2_link: https://ungleich.ch/u/contact/
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---
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---
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offer3_title: HA SLA
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offer4_title: Professional Plus SLA
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---
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---
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offer3_text:
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offer4_text:
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* Uptime guarantees >= 99.99%
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* Uptime guarantees >= 99.99%
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* Ticketing system reaction time < 3h
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* Ticketing system reaction time < 3h
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@ -111,7 +60,16 @@ Individual pricing. Contact us on support@ungleich.ch for an indivual
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quote and we will get back to you.
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quote and we will get back to you.
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---
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---
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offer3_link: https://ungleich.ch/u/contact/
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offer6_link: https://ungleich.ch/u/contact/
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---
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offer6_title: Critical Services SLA
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---
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offer6_text:
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TBD
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---
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offer6_link: https://ungleich.ch/u/contact/
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---
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---
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description4:
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description4:
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