Introduction to the SLA of Bespin Global’s Cloud Service
Latest update: July 2019
The Service Level Agreement of Bespin Global utilizes the best practices in the field and is designed to achieve the highest level of service availability.This SLA specifies the promise of Bespin Global to offer the best availability of cloud services, and this is part of our end-user service contract.We offer the following items of SLA for our customers during their cloud service contract.
Common
Name of Index | Definition | Standard of Measurement | Performance |
Report completion rate | The rate of reports that were completed as agreed upon | The number of reports | 100% |
Education fulfillment rate | The rate of education sessions that were proceeded as agreed upon | The number of education sessions | 75% |
SR Management
Name of Index | Definition | Standard of Measurement | Performance |
Requested task submission rate (SR) | Management of requested task (SR) submission rate (based on rate of response) | Time of request/Time of response | 95% |
SR processing rate | The rate of processing customer’s request for a certain period of time | The number of SR/The number of processed requests | 98% |
Customer satisfaction level | Customer satisfaction level | Satisfaction level | 80 points or above |
Component and Alteration Management
Name of Index | Definition | Standard of Measurement | Performance |
Rate of the number of errors when altered | Rate of the number of errors that were caused during alterations | The number of errors/The number of operations | 5% or below |
Failure and Issue Management
Name of Index | Definition | Standard of Measurement | Performance |
Index of failures that were not transmitted during targeted time period | Management of index that transmits failure occurrences during a given period of time | Occurrence time /Transmitted time | 0 |
The number of failure occurrences | The number of all instances where service interruptions occurred | The number of failures | 10 |
Rate of processing failure | Rate of processing failure | The number of failures/The number of processed failures | 90% |
Failure cause determination rate | The number of failures that clearly established the causes versus the number of failures that occurred on the service | The number of determined causes | 98% |
Security Management
Name of Index | Definition | Standard of Measurement | Performance |
Responsive action to security vulnerability rate | Responsive actions to infrastructure security vulnerabilities | Emergency notices (KISA) | 97% |
The number of security breach incidents | The number of incidents which include leaks of important info and illegitimate approaches of those with no access to the info | The number of incidents | 0 incidents |
The number of security breaches | The number of security breaches (to the administrator) | The number of breaches | 0 incidents |
Breach resolution rate | Resolution rate of service-related security breaches | The number of resolved incidents/The number of all incidents | 95% |
Breach report | Rate of rapid reports on service-related security breaches | The number of reported incidents/The number of all incidents | 95% |
Prevention rate of regular inspections | Rate of regular security inspections | The number of actual implementations/The number of inspections | 90% |
Backup Management
Name of Index | Definition | Standard of Measurement | Performance |
Backup fulfillment rate | Rate of backups that were initiated without deficiencies | Regular backup policies/Random backup policies | 99% |
Data recovery time | Time taken from the data recovery request to the data recovery completion | Time of backup request /Time of data recovery | Within 8 hours |
Data recovery rate | The success rate of recoveries that were done without deficiencies versus all data recoveries | The number of data recoveries/The number of errors | 99% |
Performance, Operation Management
Name of Index | Definition | Standard of Measurement | Performance |
Idle resource management | Management of infrastructure resources that are utilized on standard utilization rate or below | Utilization rate 10% or below (CPU, Memory, Storage) | 90% |
Service operation rate | Rate of administration period versus operation period | Administration time period/Failure time period | 99.95% |
Asset Management
Name of Index | Definition | Standard of Measurement | Performance |
Task transfer process fulfillment rate | The fulfillment of transfer process to stabilize administration services | Checklist | 95% |
Document history management | Documentation and actualization of completed tasks | Document requests | 95% |