The goal should be to fairly integrate good practices and requirements that maintain service efficiency and avoid additional costs. A Service Level Contract (SLA) is a contract between a service provider and its customer. It describes the client`s obligations, the standards of conditions or services of suppliers and their customers, and reduces the potential for disagreements and problems that could have a negative impact on projects and relationships. Another case where ALS is important is when project management is the service offered. An IT department or project management office (PMO) can create an ALS to inform customers of the details of the service they provide. If you offer your project management services with ALS, you can clarify your expectations for your clients. You can only list the services you offer and therefore indicate what is in the validity area and what is not enough. You can manage your services, resources and time more efficiently. You can also specify the client`s tasks so that he can prepare and complete the project successfully.
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. Depending on the service, the metrics to be monitored may include: if the service provider is taken over by another entity or merged with another entity, the customer can expect his ALS 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 want to alienate existing customers, so they can choose to honor existing SLAs. This section defines the objectives of this agreement, z.B.: For example, a company selects as-a-Service software project management software for a major customer project. The company presented its client with a project plan in which it shows that it can complete the project in six months.
However, to complete the project, they must use project management software that they have selected from an online MP software provider. The company opted for pm supplier company SaaS because it agreed to a 99.999 percent delay that the company needs and that the MP software provider can provide. The 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 measures or penalties in the event of a breach, and a protocol for adding and removing measures.