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Service Tracking and Reporting – This section defines the reporting structure, monitoring intervals, and stakeholders involved in the agreement. Most service providers have standard SLAs – sometimes several that reflect different levels of service at different prices – which can be a good starting point for negotiations. However, these should be reviewed and amended by the client and the lawyer, as they are generally inclined to the benefit of the supplier. ITIL focuses on three types of options for structuring SLAs: service-based, customer-based, and multi-tiered or tiered SLAs. There are many different factors to consider when deciding which SLA structure is most appropriate for an organization. In addition to defining performance metrics, an SLA can contain a downtime management plan and documentation on how the service provider will compensate customers in the event of a breach of contract. Service credits are a typical way. For example, service providers may provide credits corresponding to the period during which they exceeded the AA performance guarantee. A service provider may limit penalties to a maximum dollar amount to limit the risk. A service level agreement is an agreement between two or more parties, one of which is the customer and the other service providers. It can be a legally binding formal or informal “treaty” (e.g.

B internal departmental relations). The agreement can include separate organizations or different teams within an organization. Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) – since the performance level is set by the (principal) customer, there can be no “agreement” between third parties; These agreements are simply “contracts”. However, company-level or OLA-level agreements can be used by internal groups to support ASAs. If an aspect of a service has not been agreed with the customer, it is not an “SLA”. Without a service level agreement, it is not clear what will happen if one of the parties does not comply with the end of the agreement. For example, suppose a telecom operator`s service level goal is to answer all support calls within 5 seconds, and calls will only be answered within 5 minutes. You can easily tell that they never promised that calls will be answered within 5 seconds in the absence of a service level agreement. An SLA allows for transparency about service level objectives and what happens if the required objectives are not met.

With a service level agreement, both parties are protected. In this section, add service management and support details for the service provider For longer-term contracts, parties should verify the performance of the services. Provisions relating to reports, meetings, information and procedures for escalating disputes are sometimes contained in the CFS and not in the main part of the agreement. Unfortunately, these types of provisions are often overlooked, but for a service contract to be concluded, it is important that contract management procedures are agreed upon and effectively followed. The SLA should contain not only a description of the services to be provided and their expected service levels, but also metrics that measure the services, obligations and responsibilities of each party, corrective actions or penalties in the event of a violation, and a protocol for adding and removing metrics. . . .

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