Service Level Agreement Example South Africa

A service level agreement (or ALS) is a useful tool for managing the relationship between a service provider and its client. Often, IT services are provided to a customer by IT service providers. In South Africa, there is some confusion about level service agreements. Many people seem to have different understandings of who they are and why they should exist. There are many types of service level agreements that confuse the problem. We thought we would expose our understanding of ALS and give some instructions on how to do it properly. You can also participate in a workshop on service level agreements. The person in charge of the business relationship (“owner of the document”) is responsible for the regular verification of this document. The content of this document may be amended if necessary, provided that the main stakeholders obtain mutual agreement and are communicated to all parties involved. The holder of the document will take into account all subsequent revisions and will request, if necessary, reciprocal agreements/authorizations.

A good ALS accurately records the common understanding between the service provider and the customer. It should be written for the parties and not for a judge in the event of a dispute. The purpose of a service level agreement is not to be able to enforce your rights in court, but rather to try to ensure a positive friendly relationship in which the client obtains services at the level he or she needs. In addition, the service provider knows what its responsibility is. A combination of legal and technical skills is required to meet the needs. We are legal experts and we understand technology and the ICT sector, which puts us in a good position to develop a service level agreement for IT services. As a general rule, we design an agreement on the level of service, which consists of two components, but it can all be included in a document: this agreement remains valid until it is replaced by a revised agreement, which is mutually approved by the stakeholders. Yes, they are theoretically enforceable in our courts, but in practice, any action in our courts to compel the claimant to do so is a long and costly process.

Or even to force the customer to pay. The more efficient a service level contract is, the more likely it is to be applicable. A terrible ALS is probably unworkable. But an ALS is a tool to establish a good relationship, and should not be considered a weapon against the other party. The aim of this agreement is to reach a mutual agreement on the provision of IT services between the service provider and the customer or customers. It was supposed to be a living document. It should not be filed once it has been signed, never be mentioned again. It should be constantly mentioned and updated when services change. A level of service agreement describes the services (not goods) that one company makes available to another company. When goods are delivered, an ALS is not the right contract. It is a kind of contract and, in the IT context, an IT contract.

We will write more about the difference between an agreement and a contract another time. To create a working ALS, you need to define that negotiating service levels involves a trade-off between the ideal list of customer requirements and the need to prioritize them over what is realistically achievable. Measuring performance can lead to important negotiations. A balance must be struck to ensure the desired level of performance without imposing such tight restrictions on the service provider that it hinders the development of a creative and effective working relationship.