This section defines the objectives of this agreement, z.B.: Set a correct baseline. Defining the right measures is only half the fight. To be useful, measures must be set at reasonable and achievable performance levels. In the absence of solid historical measurement data, you should be prepared to review and adjust parameters later through a predefined process specified in ALS. Service elements include the specifics of the services provided (and what is excluded if in doubt), the conditions of availability of services, standards as well as slots for each level. B service (e.g., prime time and non-prime time) may have different levels of service, responsibilities of each party, escalating procedures and compromise costs/services. “It is precisely in web hosting that the AMS contains all the detailed information on the use and quantity of hosting resources. It also mentions the period of service, response time and timing of problem solving. If you. B call your support team for a problem and wait for a response. SLA will tell you how long this waiting period can last – ten seconds or ten minutes. ” – Patricia Eldridge, The Importance of a Good Web Hosting Service Agreement (SLA) When selecting a hosting service Whether you are the network service provider or the customer, make this checklist regularly, ideally once a month, to ensure that your requirements are met and that the ALS always meets your business objectives. Then, by providing each service one after the other, the customer should indicate the expected performance standards.
It depends on the service. In the “Reporting” example above, a possible level of service can be 99.5%. However, this issue needs to be carefully considered. Often a customer wants performance standards at the highest level. In practice, this is understandable, but it could be impossible, unnecessary or very expensive. On the other hand, the service provider can make it clear that service levels should be deliberately low to ensure that the service can be provided at a competitive price. It`s a matter of evaluation, and the client needs to carefully evaluate each level of service – it`s often that different services are weighted differently depending on the size of the business. Performance standards for the availability of an online service are generally high, as it is essential that the customer ensures constant availability of the service. Other individual services may be less important, and service levels for these may be set at a lower level. “In the after-sales sector, companies need to track and improve key call centre metrics, To understand where the business is going and what action plan is needed to get better results.” – Jasmina Aneja, 15 essential call centers Metrics Your Business Must Measure A concrete example of conditional logic is that if you are the service provider, there are additional tasks that are responsible for gathering customer feedback and identifying the knowledge that can be used to improve the service. If you are the customer, this would obviously not be relevant. Although your ALS is a documented agreement, it doesn`t have to be long or too complicated.
It is a flexible and living document. My advice? Create one with this model and examples and advise your clients for any perceived shortcomings. As unforeseen cases are unavoidable, you can re-call and optimize ALS if necessary. However, this does not mean that it is impossible and should not be ignored if you wish to maintain a long-term relationship with your customer or service provider. SLAs are an important part of any subcontracting and technology provider contract.