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  • 15. Dezember 2020

    Quality Level Agreement Definition

    In addition, there are three other classifications: customer-based SLAs, services and several steps. In general, customers should not accept the first or cheapest service offer. There are sometimes huge differences in value for money and quality. This is why it is recommended to think carefully and consider references. With a well-designed ALS, supported by a reliable provider, service customers can save a lot of money while enjoying consistent quality. In addition, it is possible to avoid unnecessary oversupply. On the other hand, in important locations, ALS encourages the service provider in a targeted manner. In short, alS can therefore be described as an excellent service quality control tool. For example, the client is responsible for providing a representative to resolve issues with the ALS service provider.

    The service provider is responsible for meeting the level of service defined in the ALS. The service provider`s performance is assessed using a number of measures. Response time and resolution time are among the main metrics contained in alS because they refer to how the service provider handles the outage. An after-sales service contract is concluded between the supplier and an external customer. There is an internal ALS between the supplier and its internal customer – it can be an organization, a department or another site. Finally, there is a lender ALS between the provider and the lender. In addition, an ALS should be drafted in such a way that it is understandable to both parties. Let`s take the example of a service level agreement dealing with a telephony solution. For example, the client wants „excellent accessibility“ and „good language quality.“ In order to achieve a consistent understanding of these requirements, it is necessary to describe them in more detail. The quality of the language can be defined and measured. B by technical parameters (bandwidth, deceleration, etc.).

    Thus, the exact indicators and target values can be defined by contract. A Service Level Contract (SLA) defines the level of service a customer expects from a provider and defines the metrics on which that service is measured and corrective actions or penalties, if they exist, if agreed service levels are not met. As a general rule, SLAs are located between companies and external suppliers, but they can also be between two divisions within the same company. There are limits to the control options in an ALS. For example, these agreements should not carry excessively severe penalties if they are contrary to the law. In principle, legal consequences such as the right to withdraw or terminate, reductions, penalties and damages must be detailed in a service level agreement. These systems and processes are often controlled by specialized third-party companies. If this is the case, it is necessary that the third party is also involved in the AES negotiations.

    This will allow them to obtain details of the levels of service that should be monitored and explanations on how to prosecute them. Service providers need SLAs to help them manage customer expectations and define the severity levels and circumstances in which they are not held responsible for performance failures or problems.

    Verfasst von Stefan Oberhauser

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