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. Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) – the level of service having been set by the (main) customer, there can be no “agreement” between third parties; these agreements are simply “contracts.” However, operational agreements or olea agreements can be used by internal groups to support ALS. If an aspect of a service has not been agreed with the customer, it is not an “ALS.” Let`s use another example. Suppose we are a beverage supplier with tea, coffee and juice in our service portfolio. If Customer A wants tea to be provided every morning and evening, coffee before and after lunch and juices during the lunch break, this is the personalized ALS that we have signed with this particular customer, and that is how we rent the offer. A web service level agreement (WSLA) is a standard for monitoring compliance with web services according to the service level agreement. It allows authors to indicate performance metrics assigned to a web application, desired performance goals, and actions to perform if performance is not achieved. Service availability: The time available to use the service.
This can be measured using the time window, z.B 99.5% availability between hours 8 a.m. and 6 p.m. and more or less availability at other times. E-commerce processes are generally extremely aggressive. 99.999 percent operating time is an unusual requirement for a website that generates millions of dollars per hour. All questions relevant to a specific service (regarding the customer) can be covered. Applies to all customers who order the same service, for example. B ordering IT support services to all those who use a specific IP phone operator. It is important to note that sanctions are also known to cause conflict between the parties. Sanctions and exceptions become complex when working on complex and important projects.
The ALS must contain clear guidelines on compensation for non-compliance with KPIs or service violations. ITIL focuses on three types of options for structuring ALS: service-based, customer-based and multi-level SLAs. Many different factors need to be taken into account in determining which ALS structure is best suited to an organization. Then, by providing each service one after the other, the customer should indicate the expected performance standards. It depends on the service. In the “Reporting” example above, a possible level of service can be 99.5%. However, this issue needs to be carefully considered. Often a customer wants performance standards at the highest level. In practice, this is understandable, but it could be impossible, unnecessary or very expensive. On the other hand, the service provider can make it clear that service levels should be deliberately low to ensure that the service can be provided at a competitive price.