There are three basic types of SLAs: customers, internal and lenders service level agreements. Compensation is a contractual obligation of one party — compensation — to repair the damages, losses and debts of another party — compensation — or a third party. Within an ALS, a compensation clause requires the service provider to acknowledge that the customer is not responsible for the costs of breaches of contractual guarantees. The compensation clause also requires the service provider to pay the client the third-party court costs resulting from the infringement. Stakeholders — Clearly defines and defines the responsibilities of the parties to the agreement. A Service Level Contract (SLA) is a contract between a service provider and its customers that documents the services provided by the provider and sets out the service standards that the provider is required to meet. 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. 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. The measures are designed to motivate good behaviour. When defining the measures, both parties should bear in mind that the objective of the measures is to motivate the corresponding behaviours on behalf of the service provider and the client. Service level agreements can contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk. The metrics agreed upon in these cases include: ALS should contain not only a description of the services to be provided and their expected levels of service, but also metrics to measure the services, obligations and responsibilities of each party, corrective actions or penalties in the event of an infringement, as well as a protocol for adding and removing metrics. The ALS is a documented agreement.
Let`s see an example of ALS that you can use as a template to create your own SLAs. Keep in mind that these documents are flexible and unique. If necessary, make changes, as long as you include the parties involved, especially the customer. Consider other topics on which you may want to add agreements, z.B.: A service level agreement is an agreement between two or more parties, one being the client and the other service provider.