Custom SLAs

the service you need

Bull maintains standard metrics for system and network availability – the standard offering is 99.9 percent System Availability. Additional SLA metrics may be required and can be addressed during contract negotiations, including:

• Mean time between failure
• Mean time to repair
• Resource utilization thresholds

Reporting and Best Practices

Our customers are also issued Monthly Quality of Service Reports. They include SLA metrics, capacity measurements and incident reporting. Regularly scheduled account review meetings are held via teleconference to review performance and issues. Real-time reporting on server and network performance also is provided through the Bull web portal.

We follow proven industry best practices to guarantee the rigor, effectiveness and continuous improvement of the services we deliver:

• ITIL approach to service management
• TCO, MOF and Cobit certifications for consulting
• PMI certification for project management
• ISO 9001 certification for quality
• ISO 20000 certification for IT service management
• ISO 27001 certification for security