Vizibelle

Visual Artist

Apa Itu Service Level Agreement (Sla)

Intinya, Service Level Agreement adalah perjanjian yang dapat memperjelas tujuan utama dari bisnis. Service level credits or simply service credits should be the only corrective action available to customers to compensate for service level outages. A service credit deducts an amount from the total amount payable under the contract if the service provider does not meet performance and performance standards. A web service level agreement (WSLA) is a standard for monitoring compliance with web services according to the service level agreement. It allows authors to indicate performance metrics assigned to a web application, desired performance goals, and actions to perform if performance is not achieved. In addition to defining the services to be provided, the contract should also document how services should be controlled, including how data is collected and reported, how often it is verified, and who is involved in the audit. In a client-based ALS, the client and service provider enter into an agreement on the services to be provided. For example, a company may negotiate with the IT service provider that manages its billing system to define its relationship and specific expectations in detail. 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. For example, the client is responsible for providing a representative to resolve issues with the ALS service provider. The service provider is responsible for meeting the level of service defined in the ALS. The service provider`s performance is assessed using a number of measures. Response time and resolution time are among the main metrics contained in alS because they refer to how the service provider handles the outage. However, in the case of critical services, customers should invest in third-party tools to automatically collect sLA performance data that provide objective performance measurement. Service elements include the specifics of the services provided (and what is excluded if in doubt), the conditions of availability of services, standards as well as slots for each level. B service (e.g., prime time and non-prime time) may have different levels of service, responsibilities of each party, escalating procedures and compromise costs/services.