Page 11 - FVM01-01-200828-Mainframe Services_Neat
P. 11
SLAs sample for our Mainframe clients
Description Service Measure Performance Target Expected Service Level Minimum Service Level
Incident Response Time
Severity 1 / Critical Response Within 30 minutes 99.98% 99.95%
Severity 2 / High Response Within 60 minutes 99.98% 99.95%
Severity 3 / Medium Response Within 8 business hours 99.98% 99.95%
Severity 4 / Low Response Within 3 business days 99.99% 99.95%
Incident Resolution Time
Severity 1 / Critical Resolution ≤ 1 hour 99.98% 99.95%
Severity 2 / High Resolution ≤ 2 business hours 99.98% 99.95%
Severity 3 / Medium Resolution ≤ 3 business days 99.98% 99.95%
Severity 4 / Low Resolution ≤ 7 business days 99.98% 99.95%
Response Time
TSO period Response <0.5 second 99.98% 99.95%
CICS response Response <0.5 second 99.98% 98.90%
DB2 response Response <0.5 second 99.98% 99.95%
IMS response Response <0.1 second 99.98% 99.95%
Service Tier
LPAR Availability 99.98% 99.95%
Online subsystems Availability 99.98% 99.95%
Measure monthly, report monthly
