Sep 112021

For example, IT outsourcing agreements, in which the remuneration of service providers is linked to the results achieved, have gained popularity due to the development of pricing models based on time and equipment or full-time staff. Define an appropriate baseline. Defining the right metrics is only half the way. To be useful, metrics must be tailored to a reasonable and achievable level of performance. If strong historical measurement data is not available, you should be prepared to check and adjust the parameters later by a predefined process defined in the SLA. Services Based SLA It is created by a company for common services offered to all its customers. A classic example is the one that an ISP offers to all its customers. It can contain 99.9% guaranteed uptime, 30-minute problem solution, minimum download or download speed, etc. To limit the amount of compensation, a service provider can: SLA is synonymous with service level agreement, This is a legally binding agreement between companies and its service provider.

It contains a list of the services offered by the provider, as well as inclusions, exclusions and exceptions. It also contains KPIs (Key Performance Indicators) for measurement and penalties for non-compliance with service levels. It is an integral part of every contract and must be carefully designed and agreed upon by both suppliers and partners. For example, the customer is responsible for providing a representative to resolve issues with the SLA-related service provider. The service provider is responsible for meeting the service level defined in the SLA. Service provider performance is evaluated based on a number of metrics. Reaction time and resolution time are among the main metrics contained in an SLA because they relate to how the service provider handles the service disruption. . . .

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