Rothstein Associates Inc.

FACILITY/SITE INFRASTRUCTURE SERVICE LEVEL AGREEMENTS:
CASE STUDIES
by Kenneth G. Brill

Using actual case studies, this practical document shows how data center and facilities
management could benefit from explicit service level agreements (SLAs) governing power
and cooling quality levels, maintenance procedures, downtime windows, budgeting and other
critical facility issues.

“Information Systems performance is typically measured by information availability with
specific agreements negotiated with internal and external customers. Fewer than on e in 100
Information Systems organizations have converted these end-user requirements into a
corresponding service level agreement with their supplier of facility infrastructure uptime.
Without a mutual understanding of facility infrastructure capability, and of desired
infrastructure performance and reliability, it may be impossible to achieve the agreed upon
end-user reliability.

“A Facility/Site Infrastructure Service Level Agreement (FISLA) specifies uninterrupted
uptime requirements for power, cooling, and other critical environmental subsystems, as well
as quality levels and other success criteria.

“This package includes two sample agreements. The more detailed one is currently
being used by a 1,000 MIP data center and is derived from four other agreements which we
developed or have seen used by various companies. Readers can customize either
agreement to fit their own unique requirements.”

1999, 12 pages. Order #DR-127

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