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SharePoint 2010, Operation Level Agreement

I need a sample/example of a Sharepoint Operation Level Agreement (OLA). Any direction with this would be greatly appreciated.
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Ingeborg Hawighorst (Microsoft MVP / EE MVE)Microsoft MVP ExcelCommented:

Oooii! That one is not easy. It sooo depends on what your business expects, what your IT/SharePoint team can deliver and how many dollars your company is prepared to throw at the problem.

You need to work out:

If SharePoint goes down (and there are many ways it can go down!!)

- how long can the users do their work without SharePoint?
- Are there any workarounds they can use that don't involve SharePoint (like paper-based process fall-back for on-line SharePoint processing)

- How long will it take to get the SharePoint environment back up and running?

The latter actually depends on several different variables. Where is the fault?

- general network? - You're all stuffed until the network is back up and running
- Active directory/ Windows / domain issues? Ask your IT team.
- SQL failure? SharePoint relies on SQL, so how reliable is your SQL environment?
- SharePoint Server? How long does it take to re-create your production server(s) from backups and attach the SQL (see above) databases to these servers?

SharePoint is hosted on a mix of technologies and it needs all these technologies to work together. How fast a SharePoint environment can be restored is entirely up to how much money the company is willing to invest into the possible scenarios for disaster recovery.

- How often are your databases backed up? Fully? Incrementally?

This is a huge cost implication. Space, time, man power.

What is the availability of staff to do an emergency recovery?

Every company needs to find their sweet spot: The balancing point of what they are willing to invest versus how long it will take to re-create the environment.

The actual hours are just variables. You need to work out your own company's parameters.
Lord_DragonAuthor Commented:
A basic template or layout is what I'm seeking. Such as overview, roles & responsibilities, Points of Contact and escalation procedure.
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