Our Service Level Agreement covers network performance and an in-depth breakdown of cover for the servers. Most SLA's today only concentrate on the network, but it is a known fact that the majority of problems will come from failures with the server.

Our SLA covers the following areas in detail:

	Scope of Agreement
	Default Services
	Support
	Network Performance
	Fault Rectification
	Backup
	Restore
	Monitoring
	Firewall
	Virus Detection Software
	Security
	Remote Access
	Web Site Statistical Reporting
	E-Mail
	Technical Advise
	Physical Access
	Special Instructions
	Contacts
	Definitions

So for example the monitoring policy would be designed specifically for checking that the programs on the site or server were running correctly, not just that the server was plugged in and running.

Backup would define exactly what is being backed up and when and how long it is being kept for. Restore would define how much of the server could be restored or if the whole machine could be disaster recovered.