Service Levels

The County’s Solution Architecture process will ensure that service levels for availability, performance, capacity, and scalability are specified.

 

Rationale:

Explicit service levels and agreements will enable delivery of required services.

 

Implication:

· Contract management will be required to review and monitor service level agreements and ensure appropriate contract leverage.

· Reporting of performance against documented Service Levels will be required to provide transparency and identify trends or service improvement needs.