The ALS should contain not only a description of the services to be provided and their expected levels of service, but also metrics to measure the services, obligations and responsibilities of each party, corrective measures or penalties in the event of a breach, and a protocol for adding and removing measures. If a service provider does not meet the customer`s expectations set out in the ALS, a service credit or other type of penalty, other than some form of compensation, must be awarded. A percentage of the credit depends directly on downtime above the standard specified in a contract. Customers can create common metrics with multiple service providers that take into account the multi-supplier impact and impact the creditor may have on processes that are not considered to be in compliance with the contract. For the metrics obtained to be useful, it is necessary to define an appropriate baseline, with the measurements set at a reasonable and achievable level of performance. It is likely that this baseline will be redefined throughout the participation of the parties to the agreement, using the procedures defined in the “Periodic Review and Amendment” section of the ALS. For example, you are a customer of a bank and the bank provides you with services. A service level agreement between you and the bank describes the services provided and the levels of service to which they are provided. For example, you can withdraw money at an ATM with the bank, and the transaction does not last more than 10 seconds. This is an example of agreement on service levels and is part of service level management. For a service provider, this also often means that the metrics defined in their SLAs become important KPIs, which they monitor and report as indicators of their overall strategic performance. As part of the ITIL core for continuous service improvement, alS should be reviewed and updated if changes are proposed or promised for this service. Adapt to any changes that affect desired destinations, such as service time, availability, availability, conclusion or response time.
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. SLAs see customers` expectations of the service provider`s performance and quality in different ways. Some metrics that may indicate ALS include: overall, an ALS generally contains a list of objectives, a list of services covered by the agreement, and a definition of the responsibilities of the provider and client under ALS. An operating time is an available time for the service. Depending on the type of service, a creditor should provide a minimum operating time, relevant to the average needs of customers. In general, high availability is essential for websites, online services or web-based providers, as their business is based on its accessibility.
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.