SLA Service Quality Metrics

1-2 Page long writing in APA 6th standard with no plagiarism

SLAs use service quality metrics to express measurable QoS characteristics. Select two metrics from the list and provide a descriptive explanation of the importance of including these metrics in the SLA.

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Please indicate the priority that should be placed on the metrics you selected when negotiating an SLA. 

Availability – up-time, outages, service duration 

Reliability – minimum time between failures, guaranteed rate of successful responses 

Performance – capacity, response time, and delivery time guarantees 

Scalability – capacity fluctuation and responsiveness guarantees 

Resiliency – mean-time to switchover and recovery

Security – security measures such as anti-virus updates and patching

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