A service level agreement (SLA) defines the level of service that a customer expects from a provider and defines the actions against which that service is measured and the corrective actions or penalties, if any, if the agreed service levels are not met. Typically, SLAs are between companies and external vendors, but they can also be between two departments within a company. Include a brief introduction to the agreement in terms of parties, scope of services, and contract duration. For example: What does the service level agreement mean in enterprises? What is SLA in a call center? These are common questions for many businesses and their customers today. Overall, the importance of this document should not be underestimated. Cloud providers are more reluctant to change their default SLAs because their margins are based on providing basic services to many buyers. In some cases, however, customers can negotiate terms with their cloud 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 side of the relationship will try to optimize its actions to achieve the performance objectives defined by the metrics. First, focus on the behavior you want to motivate. Then, test your metrics by putting yourself in the place on the other side. How would you optimize your performance? Does this optimization support the desired results? Exclusions should also be clearly stated in this section, the most common being the inability to provide services due to factors beyond the provider`s control, such as . B a natural disaster. When sending an offer, the customer must include the service levels expected as part of the request; This affects the supplier`s offer and price, and can even influence the supplier`s decision to respond. For example, if you need 99.999% availability for a system and the vendor cannot meet this requirement with your specified design, they may suggest a different and more robust solution. A indemnification clause is an important provision in which the service provider undertakes to indemnify the client company for breaches of its guarantees. Indemnification means that the supplier must pay the customer all legal fees of third parties resulting from the breach of warranties. If you are using a standard SLA provided by the service provider, it is likely that this provision is missing. Ask your in-house counsel to draft a simple provision to include it, although the service provider may wish for further negotiations on this point. .