Traditionally, Service Level Agreements (SLAs) have been based around device availability be it server or network. BSG have for some time regarded this level of granularity as largely redundant, harking back to the days when servers, networks and applications were supported by disparate specialist companies.

This traditional approach allows the IT service providers to continue to charge for those parts of the infrastructure that have not failed irrespective of the fact that the user has no application usage.

A more progressive approach adopted by Hosting Services is to provide far fewer more transparent SLA's focussed on the availability and performance of the applications. This, after all, is the ultimate deliverable of the various parts of the infrastructure employed within any firm and means that the customer pays only when he has a service that delivers his employees or customers their applications.

BSG utilise automated tools (wherever possible) to monitor and measure our performance against relevant Service Level Agreements. The management process that reinforces BSG's performance levels takes the form of a monthly historical report.

For further information, please see Levels of Support