How Resellers Ensure Quality of Service???

CuriousGal · #1 (**permalink**) 31-10-2006, 07:37 AM

Neither am I sure on this regard! But just thought of sharing a worthy info with you all which I came across while surfing.

An important component to any hosting operation is quality of service. The best way for resellers to make certain that they are offering the best services possible is to contract Web hosting from a higher-tier provider under the auspices of a service-level agreement. A service-level agreement (SLA) is a contract between a carrier and a customer that defines the terms of the carrier's responsibility to that customer, and the type and extent of remuneration if those responsibilities are not met. Such an agreement commits a service provider to a pre-determined level of performance based on specific criteria. Penalties are levied if the service provider fails to meet commitments.

Previously, SLAs only applied to telecommunications carriers and data processing service providers. With the advent of the Internet, networked business applications and Web host outsourcing, the service level agreement has been extended to cover a larger array of business situations.

Besides, Network latency guarantees will ensure that customers will always be able to access network resources at a specific speed.

Resellers should also consider whether the remedies offered by the higher-tier host are sufficient in cause of failure.

monaghan · #2 (**permalink**) 31-10-2006, 12:23 PM

The problem with SLA's is that most people don't understand them or want to get into a proper discussion.

People love to quote 99.9% uptime guarantee, however server uptime is not the only part of the equation. Many SLA's are based on yearly performance and 0.1% is about 9 hours a year.

Before entering into a SLA, ensure you understand exactly what is covered.

Additionally a high availability system is not cheap to provide & manage, so be prepared to pay for quality.

CuriousGal · #3 (**permalink**) 03-11-2006, 06:32 PM

Does SLA depend also on the yearly performance? Really? Its is a new learning for me! I really never knew this ever before reading you reply Monaghan. I was in an understanding that only service up time counts for SLA. Thanks mate.

monaghan · #4 (**permalink**) 03-11-2006, 06:35 PM

You need to read and understand the SLA as SLA's will change from provider to provider. Some will be by year some will be by month.

Hoosierhunter · #5 (**permalink**) 14-11-2006, 04:48 AM

It really depends on the provider. These days, there is a definite variation in SLAs and guarantees due to the fact that there is a definite cost behind any decent service, and the SLA will be a reflection of what you can expect. If your expectations are lofty, be sure to check the agreement very carefully, and be sure to weigh the benefits and cost.