When sending a PSR, the customer must include the expected levels of service as part of the requirement. This has an impact on suppliers` offers and prices and may even influence the supplier`s decision to respond. If you need z.B. 99.999 percent availability for a system and the provider cannot meet this requirement with the indicated design, it can offer another, more robust solution. 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. Al deze aandachtspunten maken één ding duidelijk: een SLA heeft i aandacht meer dan nodig. Het vraagt organization, technical, in legal om een scherpe blik en een kritisch oordeel. Alleen dan levert een service level agreement echt goede service op. Voor het opstellen van contracten geldt dat dat het vaak beter werkt om zelf de regie over het opstellen van de bewoordingen te hebben. Hetzelfde geldt voor een Service Level Agreement. SLAs are an important part of any subcontracting and technology provider contract. Beyond expectations for type and quality of service, ALS offers remedies if requirements are not met.
Typically, these processes and methods are left to the outsourcing company to determine that these processes and methods can support the ALS agreement. However, it is recommended that the client and the outsourcing company work together during the SLA contract negotiations to clear up misunderstandings about the support process and method, as well as management and reporting methods. 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. The SLA metrics required depend on the services provided. Many elements can be monitored as part of an ALS, but the scheme should be kept as simple as possible to avoid confusion and excessive costs on both sides. When selecting metrics, check the process and decide what is most important. The more complex the monitoring scheme (and associated corrective measures) is, the less likely it is to be effective because no one will have time to properly analyze the data. If in doubt, opt for the simple collection of metrics; Automated systems are the best, as expensive manual metric input is unlikely to be reliable.
IT service organizations that manage multiple service providers may wish to enter into Operational Level Agreements (OLA) that explain how some parties involved in the IT service delivery process interact with each other to maintain performance.