Service Level Agreement Vs Service Agreement

SLAs are an integral part of an IT provider contract. An SLA gathers information on all contractual services and their expected reliability in a single document. They clearly state metrics, responsibilities, and expectations, so that no party can invoke ignorance in case of problems with the service. It ensures that both parties have the same understanding of the requirements. The main point is to create a new layer on the network, cloud or SOA middleware, capable of creating a negotiation mechanism between service providers and consumers. For example, the EU-funded Framework 7 research project SLA@SOI[12], which investigates aspects of multi-tier, multi-vendor SLAs within service-oriented infrastructure and cloud computing, while another EU-funded project, VISION Cloud,[13] has delivered results for content-oriented ASAs. Most SLAs start with standard service levels provided by the vendor and that are vendor-first. These should be seen as a good starting point for negotiations and should not be considered non-negotiable, regardless of the initial state of the supplier. Note that service level requests that are outside of the provider`s normal service level metrics may result in additional costs or charges. This is usually the case for providers that offer a standardized service to multiple customers, such as.B. Cloud-based service providers. Choose measures that motivate good behavior.

The first objective of each metric is to motivate the appropriate behavior on behalf of the customer and the service provider. Each part of the relationship will strive to optimize its actions to achieve the performance goals set by the metrics. Focus first on the behavior you want to motivate. Then test your metrics by placing yourself on the other side instead. How would you optimize your performance? Does this optimization support the initially desired results? Many practitioners who run a shared service do not have formal agreements to control their relationships with their clients, especially when it comes to internal/captive services. Others rely on service level agreements to manage the customer relationship. And while this may have been reasonable, even appropriate, in the early years of shared services transaction, current models have evolved and SLAs need to evolve.