A data warehouse Service Level Agreement (SLA) is an important building block for a data-driven organization. To help get you started, in part one I introduced a data warehouse SLA template - a letter addressed to your stakeholders. In this post I walk through the meat of the SLA template: services provided, expected performance, problem reporting, response time, monitoring processes, issue communication and stakeholder commitment. If you have not already read part one, I highly recommend reading it first!
Yes, if you want to build a truly data-driven organization your data warehouse needs a Service Level Agreement (SLA). At the core of any data driven organization is trust - your stakeholders must trust that when they need data, it will be there and it will be accurate. Without trust in the data warehouse, your organization will be less likely to use data to drive decisions big and small. In my previous post Reporting is a Gateway Drug I explored reporting as a tool to build a trusting stakeholder relationship. In this post I explore trust through the concept of a data warehouse SLA. In part two I explore the people, process and tools you need to successfully implement the SLA.