Insert price models for each type of service with detailed specifications. Question: How can an ALS be alS without including a list of services to be provided? Answer: We can`t. For this reason, ALS must be attentive to the services provided. If z.B. relocates an MSP service to a customer, the services listed may look like this list from TechHelpDirect: Phone Support; e-mail support Remote support with TeamViewer or Remote Desktop (Apple or Microsoft); Assistance during the company`s business hours Out-of-hours assistance. If you look at these examples, you may be inspired to add, delete or edit certain sections of your brand new Process Street SLA! Questions like “Who`s doing what? What for? Who responds to the results? Who decides what? “,” the agreement replies. The KPIs and metrics for managed web hosting are similar to those that apply to network services that I briefly took into account for the previous model. The expected level of performance against these metrics is described in your service level contract. To verify, collect the most up-to-date data, enter it into the checklist and compare it to what was agreed in ALS. This section defines the objectives of this agreement, such as. B: The difficulty in measuring the performance of HR services is that you often have to translate qualitative data into quantitative data.
Of course, it can never be 100% accurate, but it is simply the nature of how we are complex people. Whether you`re the network service provider or the customer, run this checklist regularly, ideally once a month, to ensure your requirements are met and that ALS continues to meet your business goals. However, in the case of critical services, customers should invest in third-party tools to automatically collect sLA performance data that provide objective performance measurement. A Service Level Contract (SLA) defines the level of service a customer expects from a provider and defines the metrics on which that service is measured and corrective actions or penalties, if they exist, if agreed service levels are not met. As a general rule, SLAs are located between companies and external suppliers, but they can also be between two divisions within the same company. As I mentioned at the beginning of the article, the following 8 checklist templates are designed to perform regular checks of service level agreements for the same use cases. However, this does not mean that it is impossible and should not be ignored if you wish to maintain a long-term relationship with your customer or service provider.