Yes, sure. The problem I've found is that management very easily takes the next step: "let's go for 24x7 5 9's now that we achieved 8-8 so easy". After all, it's what all those "web folks" are doing, ain't it? That's when life gets interesting because more times than I care to recall they expect it to cost the same and if we can't deliver it, it obviously must be our fault! And why I tend to nip these things in the bud: before they become a disaster waiting to happen! :) -- Cheers Nuno Souto in sunny Sydney, Australia dbvision@xxxxxxxxxxxx Niall Litchfield wrote,on my timestamp of 4/09/2008 9:50 PM:
I'm fairly sure that I'd react in much the same way, but actually I don't think it unreasonable to define availability in terms of availability within specific windows, esepcially when talking about an SLA. When I go to Tescos (grocery store), I expect it to be 100% available within it's advertised hours. I don't expect it to be open when it says it will be shut. An IT service it seems to me could learn from this. The kicker of course is when the business decides that the advent of the web means that you are open all day every day, as you say pretty damn expensive, probably impossible, and likely not worth it. But the principle of saying "We have 5 9's availability 8-8 every day" doesn't seem to me to be a bad thing - Gartner will never go for it obviously.