Where one party delivers services to another, it is a good idea to have some kind of agreement setting out the basis on which the service is provided. Such agreements would normally contain, among other things, a description of what is to be provided, the key performance indicators, the way the service is to be charged for (where relevant) and the responsibilities of each of the parties. In ITIL SLM, the agreements between the internal IT service provider and the business customers that it supports are known as Service Level Agreements (SLAs) and it is through SLAs that SLM manages the relationship between itself and its customers.
It would be hard to find IT services provided by IT giants like TCS, Infosys, Wipro etc., where they do not have any accepted/agreed upon SLAs with their customers.
In order to be effective, the SLA must be a written document signed off by all parties affected by it. SLAs are important so they will rarely be agreed without negotiation between the IT service provider and the customer, beginning with a Statement of Intent that sets out the terms, conditions and targets to be agreed. It has to be in a language that both sides will understand, and this means in the language of the customer and not the technical language or jargon of the provider. The SLA defines (in language that has meaning to the customer) precisely what is to be delivered and when and where it is to be delivered. It also defines the standard of quality to be delivered, usually in terms of performance and availability. It will define the responsibilities of both the service provider and the customer. This is important. It makes little sense for a service provider to commit to deliver a service without making it clear what is expected of the customer.
The SLA will include contact details, what should happen if something goes wrong, the way any disputes should be handled, any provisions for redress, the mechanism for getting the SLA changed if necessary and the period over which the agreement will stand unless otherwise changed by agreement. If the service is to be charged for, then the way charges are to be determined and the arrangements for invoicing should be included. Charges may also be included in a separate document, the Tariff, referenced in the SLA.
It is common in IT for individual services to be shared by a number of customers, and individual customers will use a range of services. This means that there is a choice in designing SLAs: they can be customer-based, where an SLA covers a range of services delivered to a particular customer; or they can be service-based, where a common SLA covers all customers of a given service.
Service Level Agreement
By providing a guarantee that contracted services will be delivered as per agreement By including penalties if contracted services are not delivered By allowing you to negotiate the highest level a provider can guarantee
The Customer service level rin a supply chain is a function of several different performance indices.
Zone of indifference is a service level where your customer service is forgettable!
Service level
A service level agreement is part of a formal contract which defines the particular service involved. It is mostly used in the technology sector with internet service providers and the like.
Service Level Agreement Monitoring (SLAM) Chart
A SLA is a service-level agreement. It is often used to refer to the delivery time or when the service will take place.
A service level agreement is simply a contract that defines a service. This is frequently used between companies and service providers such as call center providers. They involve deciding what services will be provided, what the responsibilities of the service provider are, and what types of warranties or guarantees will be given.
Service level agreement
Service-level-agreement
ITIL defines a Service Level Agreement (SLA) as an agreement between an IT service provider and a customer. The SLA describes the IT service, records service level targets, and specifies the responsibilities for the IT service provider and the customer. A single SLA may cover multiple IT services or multiple customers.
In the context of a call center, service level is the percentage of incoming calls that are answered live in an specified amount of time.
supported software diagnostic procedures service location
Service Level Agreement
A service-level agreement (SLA) is a negotiated agreement between two parties where one is the customer and the other is the service provider.
Service Level Agreement, a common acronym in the computer world