Lsa Level Service Agreement
The service elements include the particularities of the services provided (and what is excluded if there is reason to doubt), the conditions of availability of the service, standards such as the window of opportunity for each level of service (for example, prime time and non-prime time may have different levels of service), the responsibilities of each party, escalation procedures and cost/service trade-offs. Compiling an SLA can be a difficult process – because it is often about documenting processes that have been created organically within an organization. However, if you follow your business goals and follow the tips in this article, every SLA you create should improve your business relationship with your service provider and help you get the service you expect. For the SLA to have a “bite”, the lack of a level of service must have financial consequences for the service provider. This is most often done through the inclusion of a credit system for services. In essence, where the service provider does not meet the agreed performance standards, the service provider pays or credits the customer an agreed amount to encourage performance improvement. These service credits can be measured in different ways. For example, if the 99.5% level for reporting is not reached, the SLA could include a service credit that grants some price reduction for each 0.5% discount per week. Alternatively, service credits can be awarded if, for example, there are three or more errors to fulfill a service level within a certain period of time. Here too, each level of service must be considered individually and a reasonable level of credit must be agreed between the provider and the customer if the agreed level is not reached over a given period.
It is important to ensure that service credits are appropriate and encourage the service provider to do better, and that they intervene early enough to make a difference. As managed services and cloud services become more common, SLAs are evolving to tackle new approaches. Shared services and unsuitable resources characterize the most recent contractual methods, so service level obligations are often used to establish comprehensive agreements covering all of a service provider`s customers. When sending a call for tenders, the customer must include the service levels expected as part of the request; This impacts the provider`s offering and pricing and can even influence the provider`s decision to respond. For example, if you request 99.999 percent availability for a system and the vendor cannot meet that requirement with your specified design, they may offer another, more robust solution. The main point is to create a new layer on the network, cloud or SOA middleware, capable of creating a negotiation mechanism between service providers and consumers. For example, the EU-funded Framework 7 research project SLA@SOI, which investigates aspects of multi-tier, multi-vendor SLAs within service-oriented infrastructure and cloud computing, while another EU-funded project, VISION Cloud, has delivered results for content-oriented ASAs. The SLA should contain a detailed description of the services.
Each service should be defined, i.e. there should be a description of what the service is, where it is to be provided, to whom it is to be provided and when it is needed. For example, if one of the services is the provision of a specific report, the corresponding provision of the CFS must describe the report, indicate what it should contain, indicate its format (possibly with regard to a given model), how it should be provided (for example. B by e-mail), to whom, when and how often (e.g.B. to the finance team every day at 10 a.m. each day of the morning week). The measures are intended to motivate good behaviour. When defining metrics, both parties should keep in mind that the purpose of metrics is to motivate appropriate behavior on behalf of the service provider and the customer. . . .