Service Level Agreement Concepts

In a client-based ALS, the client and service provider enter into an agreement on the services to be provided. For example, a company may negotiate with the IT service provider that manages its billing system to define its relationship and specific expectations in detail. Understanding the service level structure and structure of service level agreements gives you an advantage if it helps you deliver on your promises. The ability to create and manage service solutions ensures that your business and its customers are able to communicate more clearly to meet reciprocal requirements. Overview of the agreement — This first part contains the basis of the agreement, including the parties involved, the launch date and the generalization of the services rendered. Uptime is also a common metric that is often used for data services such as shared hosting, virtual private servers and dedicated servers. General agreements include network availability percentage, operating time, number of planned maintenance windows, etc. A service level contract is an agreement between two or more parties, one being the customer and other service providers. It may be a formal or informal legally binding “treaty” (for example. B internal relations within the department). The agreement may include separate organizations or different teams within an organization. Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) – the level of service having been set by the (main) customer, there can be no “agreement” between third parties; these agreements are simply “contracts.” However, operational agreements or olea agreements can be used by internal groups to support ALS.

If an aspect of a service has not been agreed with the customer, it is not an “ALS.” If the service provider is taken over by another entity or merges with another entity, the client can expect his ALS to remain in effect, but that may not be the case. The agreement may need to be renegotiated. Don`t make assumptions; Note, however, that the new owner does not want to alienate existing customers, so they can choose to honor existing SLAs. Developing ALS in a week or even a month is difficult and not recommended. This is difficult due to the high workload associated with tasks such as negotiating service standards, setting up follow-up mechanisms, preparing support procedures, obtaining authorizations and creating buy-ins. And it is not recommended because the process must help both parties lay the foundation for a strong, fruitful and long-term relationship. To precipitate this process is to sabotage all this effort. Most importantly, you need to think carefully about whether ALS is really what you need. Most businesses can significantly improve their ability to manage expectations through relatively simple service improvements.

Such an improvement is to create service standards and document and communicate them. If you decide to create an ALS, you will get closer to a step. Management elements should include definitions of standards and methods of measurement, reporting processes, content and frequency, a dispute resolution procedure, a compensation clause to protect the client from third-party disputes arising from breaches of service (which should already be included in the contract) and a mechanism to update the agreement if necessary. Using a multi-level structure for a large organization reduces duplication of effort while providing accommodations for customers and services.

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