Kochovski, P., Gec, S., Stankovski, V., Bajec, M., Drobintsev, P.D.: Trust Management in a blockchain-based fog calculation platform with trusted intelligent oracles. Future. Gener. It`s Comput. System. 101, 747-759 (2019) In agreements between data centers and customers, there is usually a provision for a remote team. This is a team of qualified IT staff who can deal with unexpected problems. However, many SLAs can create their own problems, especially as your technology infrastructure is increasingly dependent on service arrangements, not internal systems and devices. Single service agreements are used when a company offers a unique IT service to a customer, even if that service is provided to multiple departments. If a customer needs multiple services, it is the proven method of using a separate ALS for each service. This avoids confusion when multiple services are purchased.
A Service Level Contract (SLA) is a series of commitments made by the It service provider to its customer. This is a legal agreement that defines the level of service expected the client will receive and generally involves penalties if those levels of service are not covered. Each of these metrics must be reported monthly, based on previous 3-month data, z.B. the July 1 report was based on incidents in April, May and June. There have been significant financial penalties for non-compliance. For a month, the service provider knew it would not reach the target for Priority 1 incidents, so he emailed his support staff saying, „The P1 target will be missed this month, but we can still reach the P2 target if we focus all our resources on P2 incidents, so make sure you handle all P2 incidents. before working on P1s.“ When the client learned this instruction, they were incredibly angry. The service provider had effectively directed its employees to focus on the need to avoid financial penalties, rather than meeting the client`s needs for priority issues. In criminal negotiations, clients might try to press the numbers to increase the incentive for you.