Why Do We Have Service Level Agreements

Since the late 1980s, SLAs have been used by fixed-line operators. Today, ALS is so widespread that large organizations have many different ALSs within the company itself. Two different units in an organization script an ALS, one unit being the customer and another the service provider. This helps maintain the same quality of service between different units of the organization and in several sites within the organization. This internal ALS script also compares the quality of service between an internal service and an external service provider. [4] Measures must be designed so that misbehaviour is not rewarded by both parties. If z.B. a service level is violated because the customer does not provide information on time, the provider should not be penalized. Customers can create common metrics with multiple service providers that take into account the multi-supplier impact and impact the creditor may have on processes that are not considered to be in compliance with the contract. When sending a PSR, the customer must include the expected levels of service as part of the requirement. This has an impact on suppliers` offers and prices and may even influence the supplier`s decision to respond.

If you need z.B. 99.999 percent availability for a system and the provider cannot meet this requirement with the indicated design, it can offer another, more robust solution. Tools to automate the collection and display of performance data at the service level are also available. Most service providers have standard SLAs – sometimes several, which reflect different levels of service at different prices – which can be a good starting point for negotiations. However, these should be audited and modified by the client and the lawyer, as they are generally favourable to the supplier. Define carefully. A supplier can optimize ALS definitions to ensure they are met. For example, the Incident Response Time measure is designed to ensure that the provider corrects an incident within a minimum of minutes. However, some providers can complete ALS 100% by providing an automated response to an incident report.