SLAs use service quality metrics to express measurable QoS characteristics. Select two metrics from the list and provide a descriptive explanation of the importance of including these metrics in the SLA.
Please indicate the priority that should be placed on the metrics you selected when negotiating an SLA.
Availability – up-time, outages, service duration
Reliability – minimum time between failures, guaranteed rate of successful responses
Performance – capacity, response time, and delivery time guarantees
Scalability – capacity fluctuation and responsiveness guarantees
Resiliency – mean-time to switchover and recovery
Security – security measures such as anti-virus updates and patching
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