Service level agreements can contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk. Among the metrics generally accepted in these cases are: Service Description – ALS requires detailed descriptions of each service offered in all circumstances, including processing times. Service definitions should include how services are delivered, the provision of maintenance services, operating hours, dependencies, process structure and a list of all technologies and applications used. Depending on the service, the types of metrics to watch may include: most service providers have standard ALS – sometimes several, which reflect different levels of service at different prices – which can be a good starting point for negotiations. However, these should be audited and modified by the client and the lawyer, as they are generally favourable to the supplier. In a service-based ALS, all clients working with the service provider benefit from similar conditions. For example, a cable TV provider displays the services it offers to all its customers, as well as the additional services or channels available as part of the package. Planned maintenance is excluded from availability calculations, unless the expected maintenance time is exceeded and the hosting service is therefore not available to the customer. A concrete example of ALS is an agreement on the level of service in the computational centre. This ALS includes: In most maintenance and service contracts, there is no guaranteed repair or repair time. However, repairs can be warranted for 6 to 12 months and all replaced parts offer either the rest of the existing system warranty or the parts manufacturer`s warranty, depending on the shortest time. When IT outsourcing began in the late 1980s, SLAs developed as a mechanism to resolve these relationships.
Service level agreements set expectations for a service provider`s performance and impose penalties for lack of targets and, in some cases, bonuses for exceeding them. Because outsourcing projects have often been tailored to a particular client, outsourced ALSs have often been designed to drive a particular project. A service level contract is an agreement between two or more parties, one being the customer and other service providers. It may be a formal or informal legally binding “treaty” (for example. B internal relations within the department). The agreement may include separate organizations or different teams within an organization.