A service level agreement (SLA; German-Service-Gote-Vereinbarung) refers to a framework contract or interface between the client and the service provider for recurrent services. Obligation to report errors, obligation to correct errors, level of service, etc. There is a customer service level agreement between the supplier and an external customer. There is an internal ALS between the supplier and its internal customer – it could be another organization, department or other site. Finally, there is a supplier ALS between the supplier and the supplier. If you don`t offer 24/7 customer support, you should set ALSs that take into account your call center`s hours of service. When you fix your SLAs on opening hours instead of calendar hours, the watch only works when your customer service is active. When requesting a Friday afternoon, a customer immediately learns that they cannot expect a response until Monday. A guide to the use of SLAs and the importance of service level management to improve the quality of customer service. The aim is to make the control possibilities for the client transparent by accurately describing the guaranteed performance characteristics, such as the level of performance, reaction time and speed of machining. An important element is the level of service, which describes the agreed quality of service and contains information on the range of services (for example.

B time, scope), availability, supplier response time, etc. The typical example is the operation of the servers, which must be carried out 24 hours a day, 7 days a week, with a maximum shutdown rate of 0.B. 0.1% per year and a response time of 30 minutes after the damage is reported by an external provider. [1] A Service Level Agreement (German: Service-Goe-Vereinbarung) is an agreement (agreement) between the customer and the supplier that sets essential requirements for the implementation of a service. Often the abbreviation SLA is used. An SLA contract is used for quality assurance: in addition to the range of services, alS agreements contain specific quality of service requirements. These quality levels are used to set expectations and make companies accountable for meeting commitments. 80% of clients surveyed rate performance with a “good” or “very good” rating. Providers that provide services in the cloud should still use ALS, as they allow their customers to see the level of service they can expect. This can be an advantage for suppliers in the face of competition.

Most cloud providers use the same standard SLAs for all their customers with the usual service levels. Some offer ALS with staggered levels (e.g. “gold,” “silver,” “bronze”) where the customer gets higher levels of service when he pays higher fees. Cloud customers should normally accept the levels of service offered. A cloud provider is unlikely to change its SLAs for a customer.

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