Blog

12 Apr 2021  • 

Role Of A Service Level Agreement

Monitoring and Service Report – This section defines the reporting structure, follow-up intervals and the parties involved in the agreement. A multi-stage ALS divides the agreement into different levels specific to a number of customers who use the service. For example, an as-a-service software provider can offer basic services and support to all customers who use a product, but it can also offer different price ranges when purchasing the product, which imposes different levels of service. These different levels of service are included in ALS on several levels. Service providers need SLAs to help them manage customer expectations and define the severity levels and circumstances in which they are not held responsible for performance failures or problems. Customers can also benefit from SLAs, as the contract outlines the characteristics of the service — which can be compared to THE SLAs of other providers — and identifies ways to assess service issues. Cloud computing is a fundamental advantage: shared resources, supported by the underlying nature of a common infrastructure environment. SLAs therefore extend to the cloud and are offered by service providers as a service-based contract and not as a customer-based agreement. Measuring, monitoring and covering cloud performance is based on the final UX or its ability to consume resources. The disadvantage of cloud computing compared to ALS is the difficulty of determining the cause of service outages due to the complex nature of the environment. In most cases, service level agreements are usually set aside with their suppliers who are carriers. Working with suppliers that are telecommunications infrastructure wholesalers means that the actual level of service differs from service to service. For example, while an end-customer as a whole may have financial strength in negotiating with a supplier, it is unlikely that there will be a consistent ALS at the enterprise level if low-cost telecommunications services are provided for certain sites, since each service returns to the network operator with its own ALS.

The Service Level Agreement (SLA) is an agreement between a provider and an end user. This agreement clearly defines and defines the level of service that the end user expects from the service provider. To this end, it contains the measurement parameters of this service and, if applicable, solutions or penalties if agreed service levels are not met. This is a crucial element for the company that decides to outsource one of its services to an external provider. As the name suggests, the service level agreement consists of an agreement between two companies, each specializing in a core business. This contract, which is moral, financial and legal, contributes to the smooth running and development of companies. 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. An after-sales service contract is concluded between the supplier and an external customer.

There is an internal ALS between the supplier and its internal customer – it can be an organization, a department or another site. Finally, there is a lender ALS between the provider and the lender. The main point is to create a new level for the grid, cloud or SOA middleware, capable of creating a trading mechanism between service providers and consumers.


Back