Speaker
Mr
Brian Nisbet
(HEAnet)
Description
In times of yore it would take users some time to notice that their Internet connection was down. While NOCs still tried to fix things as quickly as possible, reasonable SLAs were accepted and issues only occurred if they were breached. Time has moved on and tolerance for service outages has dropped. The SLAs we offer our clients (and by definition our end users) often haven't really moved on to reflect this new reality. These days many services have an effective SLA (or really a Service Level Obligation) of closer to a minute ie the time between the service (such as a Virtual Learning Environment) going offline and the end user noticing.
Summary
While this is all from the point of view of an NREN there are widely applicable questions raised and addressed. These touch on how NOCs have and must continue to change to meet these needs; how communication needs to change; general incident management; how to stop a mole hill from becoming a mountain and what to do when it does.
Primary author
Mr
Brian Nisbet
(HEAnet)
