I think IBM was really talking about SLO policy in this case. A service level objective sets out goals or objectives to be achieved in the context of data protection (and other parts of IT). These are then linked to standard backup conditions such as RTO (Recovery Time Objective) and RPO (Recovery Point Objective). If my data protection SLO has to make a backup every 4 hours, I know my RPO will last 4 hours (at best). It seems that there is a wider range of definitions here that are not specifically defined by the software. For example, the internal conditions agreed by the sales and IT teams may mean that a daily backup must be performed, and if this fails, the backup must be completed within 12 hours. This is clearly a service level agreement that IT must aim for. The effects of not providing these ALSs may be financial or simply reputable in nature within the company. A compensation clause is an important provision in which the service provider agrees to exempt the client company from possible violations of its guarantees. The exemption means that the supplier must pay the customer all third-party procedural costs resulting from the breach of the guarantees. If you use a standard ALS provided by the service provider, it is likely that this provision does not exist. Ask your in-house advisor to design a simple provision to include it, although the service provider may wish for further negotiations on this issue. A service description is drawn up, describing the services that are supported, contact information and operating hours.

Add a service level requirement to resolve >90% of incidents in 4 hours of business, and you have a basic ALS. The SLA metrics required depend on the services provided. Many elements can be monitored as part of an ALS, but the scheme should be kept as simple as possible to avoid confusion and excessive costs on both sides. When selecting metrics, check the process and decide what is most important. The more complex the monitoring scheme (and associated corrective measures) is, the less likely it is to be effective because no one will have time to properly analyze the data. If in doubt, opt for the simple collection of metrics; Automated systems are the best, as expensive manual metric input is unlikely to be reliable. Once you have a solid service description, it`s time to come to an agreement on the performance required. ALS must have measurable goals for service levels.