Service Level Agreements Tutorial

The network is moving from a simple effort service to one that supports different quality of service (QoS). The service provider undertakes (legally) to provide the indicated QoS levels. The next step is to allow customers to influence the behavior and configuration of their own instance of the service. This is called customer service management. A general definition of a service level agreement is defined in [dcst00] as follows: SLA is a combination of technical and non-technical parameters agreed by a customer and a supplier as to the quality of a “service” when purchasing/selling the service. [Ver99] states slas as follows: Bilateral LTC can also be defined between couples of organizations that have a symbiotic relationship. If the service provider is acquired by another entity or merges with another entity, the customer can expect its SLA to remain in effect, but this may not be the case. The agreement may need to be renegotiated. Don`t make assumptions; Note, however, that the new owner does not wish to alienate existing customers, which allows him to choose to respect the existing SLAs. Most service providers understand the need for service level agreements with their partners and customers.

But creating such a thing can seem daunting, as if you don`t know where to start or what to involve. In this article, we present some examples and templates that will help you create ASAs. The SLA should contain not only a description of the services to be provided and their expected service levels, but also metrics that measure the services, the obligations and responsibilities of each party, the corrective measures or penalties applicable to violations, and a protocol for adding and removing metrics. Information technology outsourcing agreements, in which the remuneration of service providers is linked to the results achieved, have gained popularity due to the development of pricing models based on time and equipment or full-time staff. This orientation – which we call “smarketing” – is largely the result of a deliberate decision to cooperate, set goals and conclude agreements between the two teams. In addition to defining the services to be provided, the contract should also document how the services are to be monitored, including how the data is collected and disclosed, how often it is verified and who is involved in the verification. . . .

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