What Do Service Standards Refer To In A Service Level Agreement

Another concrete example of ALS is an agreement on the service level agreement of an Internet service provider. This ALS contains a guarantee of operating time, but it also defines the expectations and latency of packages. Parcel delivery refers to the percentage of data packets received relative to the total number of data packets sent. Latency is the time it takes for a package to travel between customers and servers. 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. Measures should be designed so that bad conduct 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. A concrete example of ALS is an agreement on the level of service in the computational centre. This ALS contains: This last point is crucial; Service requirements and supplier functions are changing, so it is necessary to ensure that ALS is kept up to date. Most of the responsibilities you show your customers vary depending on the type of IT strategy your business is using by your company. For example, if you want to keep costs low, you can emphasize the importance of self-service or direct access, instead of providing 24-hour high-tech support. SLAs often include many elements, from the definition of services to the termination of the contract. [2] In order to ensure rigorous compliance with ALS, these agreements are often designed with specific lines of demarcation and the parties concerned must meet regularly to create an open communication forum.

Rewards and penalties that apply to the supplier are often set. Most ALS also leave room for regular (annual) revisions to make changes. [3] A definition of the level of service alone is totally unnecessary if the organization does not capture metrics and monitors the performance of services provided to customers. When preparing a service level contract, make sure that a correct definition of how the level of service is measured and reported is given. For example, a company`s internal services perform interconnected tasks in which one department becomes a “customer” from another department, because it depends on that department for support.

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