I seek guidance on the following aspects of SLA definition:
Performance Metrics:
What are the industry-standard thresholds for latency and throughput in IIB/ACE integration flows?
Are there specific guidelines for error handling and retry mechanisms?
Incident Management:
What are the best practices for categorizing incidents (Critical, High, Medium, Low)?
What response and resolution times should be targeted for critical integration issues?
Availability:
What uptime percentages are typically acceptable for production and non-production environments?
How do you handle planned maintenance windows in SLAs?
Monitoring Tools:
What monitoring tools or techniques are commonly used for tracking SLA adherence on IIB/ACE platforms?
Reporting:
How frequently should SLA compliance be reported, and what details should be included in such reports?
Best Practices:
Are there any recommended practices for ensuring SLAs are practical, measurable, and enforceable?
My goal is to ensure the SLA aligns with business expectations and technical capabilities while maintaining scalability and performance. Any templates, frameworks, or real-world examples would be highly appreciated. Thank you in advance for your support!