Why We Use Service Level Agreement
Availability is also a commonly used measure for data services such as shared hosting, virtual private servers, and dedicated servers. Common agreements include percentage of network availability, availability, number of scheduled maintenance windows, and more. Larson, K.D. (1998), „The role of service level agreements in IT service delivery,” Information Management & Computer Security, Vol. 6 No. 3, pp. 128-132. doi.org/10.1108/09685229810225029 Make sure that the measurements reflect the factors that are under the control of the service provider. To motivate good behavior, SLA metrics must reflect the factors that are under the control of the externalizer. A typical mistake is to punish the service provider for delays caused by the customer`s lack of performance.
For example, if the customer provides application code change specifications several weeks late, it is unfair and demotivating to keep the service provider on a predetermined delivery date. Making the SLA two-way by measuring the client`s performance in interdependent actions is a great way to focus on the expected results. Termination Process – The SLA must define the circumstances under which the agreement can be terminated or expires. The notice period for both sides should also be established. Stakeholders – Clearly defines the parties involved in the agreement and defines their responsibilities. Other measures include scheduling notification of network changes that may affect users and general service usage statistics. Any important contract without an associated SLA (reviewed by a lawyer) is likely to be intentionally or accidentally misinterpreted. The SLA protects both parties in the agreement. However, for critical services, customers need to invest in third-party tools to automatically capture SLA performance data that provides objective performance measurement. The result that the customer receives through the service provided is at the center of the service level agreement. These systems and processes are often controlled by specialized third-party companies. If this is the case, it is necessary that the third party is also involved in the SLA negotiations.
This gives them clarity on the service levels that should be tracked and explanations on how to track them. .