Service levels are at the heart of the relationship, as they define the (agreed) criteria that show that the desired quality of service has been achieved. There is no general agreement on « service levels. » What for? The content depends entirely on what the service itself is. This can be any service you want to measure (from supporting potted plants in your office to hosting your IT infrastructure). It is necessary to identify and quantify the main activities that will be needed. Perfect performance is not a realistic criterion. SLAs must indicate what service a customer can expect, when, how, how many times downtime can be expected, and what corrective action can be taken if the provider does not deliver on one of its promises. In reality, they are often confusing and complicated documents that really do not help either the service providers or the client in managing the relationship, especially when things go wrong. « In practice, any action in our courts to compel the provider to provide services, or even to require the client to pay, is a long and costly process. An ALS is a tool for building a good relationship and should not be seen as a weapon against the other party, » warns Giles.
The clear and careful structuring of ALS is therefore essential. Chetty commented: « The escalation clauses are essential for the IOC. CIOS are often extracted from the day-to-day engagement with IT service providers. The IOC needs to know when service and performance issues need to get worse. Pria Chetty, Founder and Director of Technology Law and EndCode Political Council: « There are two major challenges in terms of applicability. First, the framework of accountability is not clear. Service levels should be indicated in a simple language that can be translated into day-to-day responsibilities. Generic SLAs, particularly in the field of IT services, do not offer the necessary assurances.
A combination of legal and technical skills is required to meet the needs. We are legal experts and we understand technology and the ICT sector, which puts us in a good position to develop a service level agreement for IT services. As a general rule, we design a service level contract consisting of two components, but it can all be included in a document: A service level agreement (or SLA) is a useful tool to manage the relationship between a service provider and its customer. Often, IT services are provided to a customer by IT service providers. In South Africa, there is some confusion about level service agreements. Many people seem to have different understandings of who they are and why they should exist. There are many types of service level agreements that confuse the problem. We thought we would expose our understanding of ALS and give some instructions on how to do it properly. You can also participate in a workshop on service level agreements. According to Michalsons, To create a working ALS, you need to define: -the service to which ALS applies a set of criteria or objectives to determine the levels of service to measure whether your goals are being met, for you or for your clients. (z.B. service level credits).