CDL - Support Flashcards
What is a SLA?What happens if they are not met?
Service Level Agreement
SLAs is a formal commitment between CSPs and clients about the EXPECTED level of service.
When a CSP does not meet a SLA AND the customer upholds their commitment the customer is entitled to compensation (financial or service credits)
What is a SLI? Provide some examples.
Service Level Indicator
A SLI is a measure of service performance a customer receives at any given time.
Examples:
Uptime
Availablity
Performance
latency
Error rate
durability
correctness
What is a SLO? How are SLOs presented? How are they represented? Provide an example
Service Level Objective
A SLO is the objective/goal that the CSP agrees to meet.
SLOs are depicted as a specific target % over time.
Availability SLA of 99.99% over a period of 3 months
What is the relation between SLAs, SLOs, and SLIs?
SLAs contain SLOs, and SLOs are comprised of SLIs
What are the 4 GCP support plans and their associated costs?
Basic Support - Free
Standard Support - $29 + 3% net spend
Enhance (business support) - $500 mo + 3% net spend
Premium (enterprise support) - Must contact sales
What are the associated P1-4 classifications for each support tier?
What are the corresponding response time for the 4 support tiers?
Standard (P2) - 4 hour response
Enhanced (P1) - 1 hour response
Premium Support (P1) - 15min response
What are the associated support availability for Standard –> Premium Support? (for high impact, critical issues)
Standard - 8 hrs daily, 5 x weekly (8/5)
Enhance + Premium - 24/7
TAM is associated with which support tier?
Premium
Technical Account Advisor support is associated with which tier?
Enhanced
What is Assured Support? (premium)
AS enables you to secure your regulated workloads & accelerate your path towards compliance.
How does Assured Support allow orgs to meet their compliance requirements?
GCP Support possess certain attributes – located in the US only, background checks, and US citizenship.
What are mission critical services? (premium support)
MCS is a premium support service that assesses and mitigates potential service disruptions for workloads/environments that are critical to an org, and that would otherwise cause significant disruption if shut down.
How does Google prepare orgs for Mission Critical Support Services?
TAM does a architectural review, gapa analysis, and bring org into Mission Critical Operations mode
What is Customer Aware Support? What role does the TAM play?
A proactive service to jump start resolving technical issues.
Achieved with a TAM during onboarding, in which the TAM learns your architecture, partners, and GCP products so they can hand this off to TSE to resolve future cases promptly.
