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Service Level Agreement Responsibilities


SLAs see customers` expectations of the service provider`s performance and quality in different ways. Some metrics that may indicate ALS include that most service providers have standard ALSs – sometimes several, which reflect different levels of service at different prices – which can be a good starting point for negotiations. However, these should be audited and modified by the client and the lawyer, as they are generally favourable to the supplier. The service received by the customer as a result of the service provided is at the heart of the service level agreement. Service level credits or simply service credits should be the only corrective action available to customers to compensate for service level outages. A service credit deducts an amount from the total amount payable under the contract if the service provider does not meet performance and performance standards. In addition, there are three other classifications: customer-based SLAs, services and several steps. In addition to defining the services to be provided, the contract should also document how services should be controlled, including how data is collected and reported, how often it is verified, and who is involved in the audit. Because applications are moved from dedicated hardware to the cloud, they must reach the same level of service, or even more sophisticated than conventional installations. SLAs for cloud services focus on data center features and more recently include network features (see Carrier`s Cloud) to support end-to-end SLAs. [11] Monitoring of services and reports – This section defines the reporting structure, follow-up intervals and stakeholders involved in the agreement. These systems and processes are often controlled by specialized third-party companies. If this is the case, it is necessary that the third party is also involved in the AES negotiations.

This will allow them to obtain details of the levels of service that should be monitored and explanations on how to prosecute them. This last point is crucial. Service requirements and supplier functions are changing, so it is necessary to ensure that ALS is kept up to date.