How To Define Service Level Agreement

Add the pricing models for each type of service with detailed specifications. 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. A concrete example of an SLA is a service level agreement for data centers. This SLA includes: SLAs define in different ways customer expectations regarding the performance and quality of the service provider. Some metrics that can specify SLAs include: select metrics that motivate the right 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? Exclusions – Specific services that are not offered should also be clearly defined in order to avoid confusion and eliminate the margins of acceptance of other parties. This SLA also uses enumeration points to clearly identify its services and promises to customers. The SLA is a documented agreement….