Service Level Agreement For Software Support

Service availability: the time available for the usage service. This can be measured on the basis of the window of opportunity, for example between the hours of 8.m and 6 P.m. an availability of 99.5% and an availability of more or less at other times. E-commerce operations usually have extremely aggressive SLAs at all times; 99.999 percent uptime is a non-unusual condition for a site that generates millions of dollars an hour. Any important contract that is not subject to an associated SLA (reviewed by a lawyer) is open to intentional or accidental misinterpretations. The SLA protects both parties in the agreement. The OpenLM support team checks whether the required functionality is present in the software and, if so, the customer will be informed of how to implement it. Add a brief introduction to the agreement regarding the parties, the scope of the services and the duration of the contract. For example, IT outsourcing agreements, in which the remuneration of service providers is linked to the results achieved, have gained popularity due to the development of pricing models based on time and equipment or full-time staff. Choose measures that motivate good behavior. The first objective of each metric is to motivate the appropriate behavior on behalf of the customer and the service provider. Each part of the relationship will strive to optimize its actions to achieve the performance goals set by the metrics. Focus first on the behavior you want to motivate.

Then test your metrics by placing yourself on the other side instead. How would you optimize your performance? Does this optimization support the initially desired results? A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services needed and the expected level of service. The agreement varies between suppliers, services and sectors of activity. Depending on the service, the types of metrics to be monitored may include: ideally, SLAs should be tailored to the technology or business goals of the order. Misthewriting can have a negative impact on agreement pricing, service quality, and customer experience. Typically, these processes and methods are left to the outsourcing company to ensure that such processes and methods can support the SLA agreement. However, it is recommended that the client and the outsourcing company collaborate during the negotiation of the SLA in order to eliminate misunderstandings about the process and method of support, as well as the management and reporting methods. Make sure the metrics reflect factors that are under the control of the service provider. To motivate good behavior, SLA metrics must reflect factors that lie in the control of the extern externator. A typical mistake is to sanction the service provider for delays caused by the customer`s lack of performance. For example, when the customer provides application code change specifications several weeks late, it is unfair and demotivating to keep the service provider on a predetermined delivery date. Designing the SLA from two sides by measuring the customer`s performance in interdependent actions is a good way to focus on the expected results.

Measures should be designed in such a way that both parties do not reward bad behaviour. For example, if a service level is violated because the customer does not provide information on time, the provider should not be punished. . . .

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