Established Service Level Agreement

An ALS customer is exactly what it looks like: an agreement from a lender to offer a certain level of service to a particular customer. Here`s a funny example: IT organizations that manage multiple service providers may want to enter into enterprise-level agreements (OLA) that explain how some parties involved in the IT service delivery process interact with each other to maintain performance. 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. A service level agreement can be an extremely effective communication tool to create a common understanding between two parties about services, expectations, responsibilities and priorities. However, if it is established at the wrong time, for false or false reasons, it can cause more problems than it tries to solve. During the international presentation of the seminars, I met several times with people who had to reconsider their timing, their reasons or their path. Among the main components of a service level agreement include: Most service providers provide statistics, often via an online portal. There, customers can check whether ALS is being met and whether they are entitled to service credits or other penalties under ALS. Service and management elements are needed to make ALS effective; But in many of the SLAs I`ve checked, the management elements are lacking.

The result is usually an ALS that did not work as the parties hoped. Make sure the metrics reflect factors that are in the service provider`s control. To motivate good behavior, ALS metrics must reflect factors in the control of the outsourcer. A typical mistake is to penalize the service provider for delays caused by the customer`s lack of performance. If the client. B provides application code change specifications several weeks late, making it unfair and demotivating to keep the service provider on a pre-indicated delivery date. AlS bias by measuring client performance in interdependent actions is a good way to focus on expected results.

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