Category Archives: Service Management

Service Level Agreements (SLAs) definitions

“Uptime” shall mean the time period for which the specified services/ components with specified technical and service standards are available to the users. Uptime. in percentage, of any component (Non-IT & IT) be calculated as: Uptime = {1 – [(Downtime)/ (Total Time— Maintenance Time) 1)} * 100 “Downtime” shall mean the time period for which the specified services/ components with specified technical and service standards are not available to the users and excludes the scheduled outages planned in advance for SDC and the link failures.…

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