Flexy Asset Administration System
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SLA METRICS AND TARGETS



Vendor: SLA Name: Asset Type:
Vendor:
SLA Name:
Asset Group:

Update Details of Selected Metric
Metric Name Metric Description Target Value Unit of Measure Priority Level Penalty Clause

SLA ID Metric Name Description Target Value UnitOfMeasure Priority Level Penalty Clause
Metric Name Target Value
5 Resolution Time Maximum time to restore system functionality after outage 4 Hours High $250 per hour beyond target
5 - Resolution Time 4
5 Response Time Maximum time to respond to system outage alerts 1 Hours Critical $100 per hour of delayed response
5 - Response Time 1
5 System Uptime Minimum percentage of operational time per month 99.9 Percentage High 1% of monthly fee for each 0.1% below target
5 - System Uptime 99.9