IT SLA Metrics - Desktop and LAN/WAN (Revised) : LUSENET : Service Level Management : One Thread

I am looking for examples of industry benchmarked measurements captured in a SLA for Desktop and LAN/WAN services within the following areas:

Resolution Time, Network Availability, and Network Response Time

Can anyone provide me a point in the right direction?

-- Jermaine Stanley (, March 06, 2002

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