Service Level Agreement

Hello - 

We are in the process of developing a Service Level Agreement with our
users.

We have several applications running on our AS/400. Some interactive
transaction based and some client server based.

Our end users are very concerned about have "good response" times.

I can measure response times for interactive transaction based processes,
but I can't measure them of our Lawson application, which is a client server
application.

Has anyone developed Service Level Agreements involving a client server
applications? If so, how do you measure and guarantee application response
time?

This is the piece I'm having trouble with. We have already agreed on system
availability times for prime shift and non-prime shift.....

Kenneth

****************************************
Kenneth E. Graap
IBM Certified Specialist 
AS/400e Professional System Administrator
NW Natural (Gas Services)
keg@nwnatural.com
Phone: 503-226-4211 x5537
FAX:    603-849-0591
****************************************

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