Service Level Agreement Anforderungen

It does not matter whether the supplier is in his own company or whether he is an external organization. Under an ASP contract, the service provider owes the customer an annual average of 99% accessibility of its web service. For 365 days, this corresponds to an accessibility of 361.35 days per year. If, in total, the web service is accessible in fewer days, there is an exceedance of the minimum IT service due, which is treated as a defect and causes the consequences provided for by the SLA, for example. B a reduction in remuneration by a certain percentage up to a contractual penalty. Services-level agreements can contain numerous service-performance metrics with correspondenting service-level objectives. A common case in IT service management is a call center or service desk. Among the metrics that are jointly agreed in these cases are: a tiered SLA structure is often used to avoid duplicates and reduce the frequency of updates, as in the following example of a three-step SLA structure: up-to-time is also a common metric, often used for data services such as shared hosting, virtual private servers and dedicated servers. Usual agreements include the percentage of network availability, operating time, number of planned maintenance windows, etc.

A service level agreement usually contains the following information (actual content may vary depending on the type of service): obligation to report errors, obligation to correct errors, service level, etc. It is not uncommon for an Internet backbone service provider (or network service provider) to explicitly display its own SLA on its website. [7] [8] [9] The United States The Telecommunications Act of 1996 does not expressly require companies to have SAs, but it does provide a framework for companies in Sections 251 and 252. [10] For example, Section 252(c)(1) („Obligation to Trade“) requires established local stock exchange operators (ILECs) to negotiate in good faith issues such as resale and access to rights of way. Mandatory technical standards and specifications of the technical service interface Since the late 1980s, SLAs have been used by fixed telecommunications operators. Today, SLAs are so prevalent that large organizations have many different SLAs in the company itself. Two different units in an organization write an SLA, one being the customer and the other the service provider. This approach helps to maintain the same quality of service between the different units of the organization and also across multiple sites in the organization.. . . .