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How to Decide Which SLA is Right For You

What is an SLA?

SLAs (Service Level Agreements) are the governing force in the relationship between the consumer and an enterprise support provider. SLAs clearly define what is expected by both parties with measurable objectives. An example is a signed agreement between an IT department and a support provider. The SLA spells out when and how the support service will be conducted. An OLA (Operating Level Agreement) is another name for SLAs but is for agreements within an organization without an established provider-customer relationship. Now, let’s dive into the three different types of SLAs.

Service Based SLAs

A Service-Based SLA is one identical service pack for all customers. This type of agreement is essentially “one size fits all;” it does not provide additional options or the ability to flex with individual IT environments. The advantage of this type, however, is that it simplifies the process for the various maintenance providers who utilize this type of SLA. There are three categories a client will fit into when using a Service-Based SLA. These categories are divided by how efficiently they meet the needs of the customer. The first category contains those whose IT infrastructure requirements perfectly match the tenets of the agreement, while the second category contains clients who are paying for services that they are never able to fully utilize. In the third category, clients find the Service-Based SLA inadequate to meet all their needs as their IT environments exceed the specified services. Two examples of how an SLA may not reach the needs of an IT department would be faster response time and a readily available hardware inventory for break-fix scenarios. For many companies looking for third party enterprise support options, Service-Based SLAs may not be the best option if they do not efficiently and effectively meet their needs. Customers who commonly prefer this agreement are IT service providers, corporate IT, and IT service management.

Customer Based SLAs

Customer-Based SLAs are designed to contain all the possible services needed by an organization or department. This SLA is a general overview of all the services contained within a single agreement that is structured around each customer’s needs. The focus on each customer individually is what sets a Customer-Based SLA apart from a Service-Based SLA. An example would be an IT service provider offering several services packaged together within on SLA in order to meet all the needs of a client.

Multi-Level SLAs

The final type of SLA is a Multi-Level SLA. This SLA is customized based on the needs of the end-user client/company. The SLA is divided into three levels and allows the user/client to integrate multiple conditions into the agreement to provide a more suitable service to the client’s needs.The Multi-Level SLA’s three levels are the corporate, customer, and service levels. The corporate level covers basic service level management (SLM) issues and does not require constant updating. It contains an in-depth discussion of all the necessary parts of the agreement and applies to all customers. The customer level of a Multi-Level SLA focuses on a singular customer group and covers all relevant SLM issues regardless of services used. The Service-Level SLA has a distinct focus on the the individual services and defining the service for the individual client.

Mathing Needs to SLAs

Many organizations need enterprise system support and maintenance. The support and maintenance process is defined by SLAs. At thomastech, we believe that IT managers need to be given a choice of SLAs and the ability to customize them. After all, IT managers know their own enviroment’s needs, and thus they are the best equipped to make the right choice. thomastech provides a selection of SLAs that are centered around the core concept of empowering you, the IT professional. The goal of thomastech is to empower you through hardware and enterprise maintenance so you can keep your systems running and your data moving. Going beyond many other third party maintenance providers for enterprise systems, thomastech provides you the freedom to custom-tailor the support process and SLAs to best fit your IT environment. To learn more about our SLAs, visit our support page at https://thomastechllc.com/third-party-tech-support/ or call (330) 225-3117 to speak with a real person to find a personalized solution to your enterprise support needs.

Hitachi VSP 5600

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The Hitachi Virtual Storage Platform 5000 series is a data storage solution for enterprises that supports block, file, and mainframe applications. It includes the Hitachi Ops Center management software suite for efficiency, data security, enhanced analytics, and centralised administration. The VSP series 5000 have Max. Number of drivers, including spares- 33 NVMe SCM, 96 NVMe and 768 SFF SSD. To accommodate up to 33 million IOPS and 69PB of data, Hitachi Accelerated Fabric can scale from twin controllers with quad CPUs to 12 controllers with 24 CPUs. It has a lightning-fast 39μs Minimum Response Time. Due to the controller architecture, scaling up the system results in a more resilient solution and provides 99.999999 per cent data availability. Additionally, the platform supports various media types combined on the same storage platform, including SAS FMD, SSD, HDD to NVMe SSD, and SCM media.

Hitachi VSP 5200

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The Hitachi Virtual Storage Platform 5000 series is a data storage solution for enterprises that supports block, file, and mainframe applications. It includes the Hitachi Ops Center management software suite for efficiency, data security, enhanced analytics, and centralised administration. The VSP series 5000 have Max. Number of drivers, including spares- 33 NVMe SCM, 96 NVMe and 768 SFF SSD. To accommodate up to 33 million IOPS and 69PB of data, Hitachi Accelerated Fabric can scale from twin controllers with quad CPUs to 12 controllers with 24 CPUs. It has a lightning-fast 39μs Minimum Response Time. Due to the controller architecture, scaling up the system results in a more resilient solution and provides 99.999999 per cent data availability. Additionally, the platform supports various media types combined on the same storage platform, including SAS FMD, SSD, HDD to NVMe SSD, and SCM media.

Hitachi DS7160

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With a maximum of 16 Intel Xeon 8276L CPUs and up to 12TB of memory, the Hitachi Advanced Server DS7160 is a powerful server. Mother Board Revision: 12001509-006 BIOS/uEFI: UEFI: BIOS_PUR043.37.14.121 (06/02/2020) CPU: 16 Intel Xeon® Platinum 8276L Processor 2.20 GHz RAM: 12 TB Ports and Bus Types: 3 USB Ports 40 PCI Express X8 8 PCI Express X16 Video Adapter: Matrox Graphics Inc. G200 SE A (PCI) Host Bus Adapter: Emulex Corporation LPe31004 FC (Quad Port) , FibreChannel LSI Logic SAS 9300-8i , Serial SCSI (SAS) Emulex Corporation LPe31002 FC (Dual-Port) , FibreChannel LSI Logic MegaRAID SAS 9361-8i , Serial SCSI (SAS) Broadcom® SAS 9300-8E Host Bus Adapter , Serial SCSI (SAS) Emulex Corporation LightPulse LPe12002 8Gb/s Fibre Channel PCI Express , FibreChannel Intel X99 Chipset (DHX99 PCH) , Serial ATA (SATA) Hard Disk Drive: 2 SanDisk SDLF1DAM-400G , Serial ATA (SATA) 6 HGST Ultrastar SS300 (HUSMM3240ASS204) , Serial SCSI (SAS) Seagate® Enterprise Capacity 3.5 HDD v4 SAS, 4TB (ST4000NM0034) , Serial SCSI (SAS) Storage Area Network (SAN) Device: Hitachi Data Systems Hitachi Universal Storage Platform V

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