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Service Level Agreement Bestandteile

The service received by the customer as a result of the service provided is at the heart of the service level agreement. (z.B. to SLAs superior to the corporate or customer level, which also apply to this agreement) Service level agreements can contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk. Among the commonly accepted metrics in these cases are: Accessibility is an important principle in customer service, and then for each SLAs. One of your client`s main concerns is how easily they can communicate with your support. In the contact area of your site, you will only refer to your opening hours. In an ALS for the largest customers, you`ll probably be customized. The objective is to make the customer`s control capabilities transparent, as well as to accurately describe performance characteristics such as performance level, reaction time and machining speed. An important element is the level of service, which describes the agreed quality of service and contains information about the range of services (e.g. time.

B, volume), availability, supplier response time, etc. The typical example is the operation of servers, which are 24 hours a day, 7 days a week with a maximum z.B failure rate of 0.1% per year and a response time of 30 minutes after reporting the damage by an external service provider that must be. [1] Overview – Service Level Agreement – Contents – Types of support required and support levels – Service Level Requirements/ Targets The Service Level Agreement expands the definition of service level from the service catalog and sets detailed service level objectives, mutual responsibilities and other service-specific requirements for a (s) customer-specific service. The emphasis is on defining requirements from the customer`s point of view. It is not uncommon for an internet service provider (or network service provider) to explicitly state its own ALS on its website. [7] [9] The U.S. Telecommunications Act of 1996 does not specifically require companies to have ALS, but it does provide a framework for companies to do so in Sections 251 and 252. [10] Section 252 (c) (1) (“Duty to Negotiate”) obliges z.B. established local exchange operators (CIDs) to negotiate in good faith matters such as the sale of dentes` and access to whistleblowing channels. The main point is to create a new level for the grid, cloud or SOA middleware, capable of creating a trading mechanism between service providers and consumers. For example, the EU-funded Framework SLA@SOI 7 research project[12]explores aspects of multi-level, multi-supplier slas within service-based infrastructure and cloud computing, while another EU-funded project, VISION Cloud[13], has delivered results in terms of content-based ALS.