Warum Service Level Agreement

Each service obligation (SLA) has the following attributes: obligation to report errors, obligation to correct errors, level of service, etc. The aim is to make the control possibilities for the client transparent and to accurately describe overly safe performance characteristics such as performance level, reaction time and speed of machining. An important element is the level of service, which describes the agreed quality of service and contains information about the range of services (e.g. time. B, volume), availability, supplier response time, etc. The typical example is the operation of servers, which are 24 hours a day, 7 days a week with a maximum z.B failure rate of 0.1% per year and a response time of 30 minutes after reporting the damage by an external service provider that must be. [1] Service level agreements are also defined at different levels: SLAs generally include many components, 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] Service Level Agreements (SLAs) are a very important element of outsourcing agreements.

Nevertheless, they are often overlooked when creating contracts for outsourcing software development. We think that is a mistake. If you compare the representations of Figure 4 (AIX-IT business relations today) and Figure 7 (service-oriented company), you realize that AIX-IT is already service-oriented. Coordinating core services requires a significant coordination and resource effort to analyze the call centre example. A Service Level Contract (SLA) is an obligation between a service provider and a customer. Specific aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. [1] The most common component of ALS is that services are provided to the client in accordance with the contract. For example, internet service providers and telecommunications companies will generally include service level agreements under the terms of their contracts with customers to define service levels of service level sold in plain language.

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