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
2 Backup Success Rate Percentage of scheduled backups completed successfully 96 Percentage Medium 0.5% fee deduction per 1% shortfall
2 - Backup Success Rate 96
2 Response Time Maximum time to respond to system outage alerts 1 Hours Critical $100 per hour of delayed response
2 - Response Time 1
2 System Uptime Minimum percentage of operational time per month 99.9 Percentage High 1% of monthly fee for each 0.1% below target
2 - System Uptime 99.9
2 Resolution Time Maximum time to restore system functionality after outage 4 Hours High $250 per hour beyond target
2 - Resolution Time 4
2 Network Latency Maximum acceptable network response delay 100 Milliseconds High $100 for every 10ms above target
2 - Network Latency 100
2 Patch Deployment Time Maximum delay for applying security patches after release 7 Days Medium $50 per missed patch cycle
2 - Patch Deployment Time 7