Service Level Agreements Legislation

SLAs must have clearly defined levels of service; these values must be measurable and directly relevant to the actual performance of the service provider. An ALS that does not contain significant and measurable power is not worth the paper on which it is written. Negotiating service levels involves a trade-off between clients on the ideal list of requirements and the need to prioritize them in terms of what is achievable. Measuring performance can lead to important negotiations. A balance must be struck to ensure the desired level of performance without imposing such tight restrictions on the service provider that it hinders the development of a creative and effective working relationship. Service level agreements are also defined at different levels: yes, they are theoretically applicable in our courts, but in practice, any action in our courts to compel the provider to implement is a long and costly process. Or even to force the customer to pay. The more efficient a service level contract is, the more likely it is to be applicable. A terrible ALS is probably unworkable. But an ALS is a tool to establish a good relationship, and should not be considered a weapon against the other party.

Service availability: The time available to use the service. This can be measured using the time window, z.B 99.5% availability between hours 8 a.m. and 6 p.m. and more or less availability at other times. E-commerce processes are generally extremely aggressive. 99.999 percent operating time is an unusual requirement for a website that generates millions of dollars per hour. Ideally, ALS should be aligned with the technological or commercial objectives of the commitment. The wrong direction can have a negative impact on the pricing of deals, the quality of the service delivery and the customer experience. Because applications are moved from dedicated hardware to the cloud, they must reach the same level of service, or even more sophisticated than conventional installations. SLAs for cloud services focus on data center features and more recently include network features (see Carrier`s Cloud) to support end-to-end SLAs.

[11] A level of service agreement outlines the services (not goods) that one company will provide to another company. When goods are delivered, an ALS is not the right contract. It is a kind of contract and, in the IT context, an IT contract. We will write more about the difference between an agreement and a contract another time. To create a working ALS, you need to define: the service elements include the specifics of the services provided (and what is excluded if there is room for doubt), the conditions of availability of services, standards as well as slots for each level of service (prime time and non-prime time, for example. B different levels of service), each party`s responsibilities, escalating procedures and cost-service compromises.

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