Service Level Agreement (Sla)


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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. 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. ITIL focuses on three types of options for structuring ALS: service-based, customer-based and multi-level SLAs. Many different factors need to be taken into account in determining which ALS structure is best suited to an organization. Termination procedure – The ALS should define the circumstances under which the contract may be terminated or expire. The notice period should also be set by both parties. As management services and cloud computing services become more frequent, ALS is developing to respond to new approaches. Common services and non-personalized resources characterize the most recent contractual methods, so service level obligations are often used to establish comprehensive agreements to cover all customers of a service provider.

The ALS should set the overall objectives for the services to be provided. For example, if the objective of an external provider is to improve performance, reduce costs or provide access to skills and/or technologies that cannot be made available internally, WADA should say so. This will help the client create the service levels to achieve these goals and should leave no doubt to the service provider about what is needed and why. 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.