Ict Service Level Agreement Examples

„Managing an organization with proven capabilities in itself offers a certain degree of certainty about the provision of ICT management services in a way that benefits the business,” he concludes. It finds that metrics must be clearly specified and understood in an SLA, both by the customer and the service provider. „The creation of SLAs, which accurately reflect the needs of each customer, is of the utmost importance,” he explains. It is therefore recommended that you clearly define in a service level agreement („SLA”) what you will (not) do under the agreement. You can offer the SLA to your customer as a separate contract or as part of the offer. Since the SLA plays such an important role in controlling the provision of the service, it is important that the customer fully understands the metrics, requirements, obligations and terminology of the document. Gert Cronj`e, Regional Executive Director of Business Connexion am Ostkap, says: „The SLA is crucial. This is the regulatory framework to which the service provider is bound and may also contain penalty clauses applicable if the agreed standards for the provision of services are not met. According to Isaac Mophatlane, Business Connexions Regional Chief Executive of Pretoria, the answers to these critical questions are to a legal agreement – the Service Level Agreement (SLA). „AA is the measure by which the delivery of all agreed services is measured,” he explains.

A service level agreement defines the service levels that you guarantee. This goes beyond the clauses of the „Standard” contracts, which set the maximum sentence „We strive to keep the service 24/7 online”. Since customer requirements are unique and there are many potential variables that influence an SLA, Ramutla advises that designing an appropriate contract is a comprehensive and consultative process between the provider and the customer. Among the most important thoughts, Will Heygate, Regional Executive Head of Business Connexion in KwaZulu-Natal, adds that a certain degree of flexibility within the SLA will ensure that customer needs are always met, even if they change. Through the managed service contract, the service provider assumes the risk previously borne by the internal IT department. He says: „This is one of the main reasons for companies opting for outsourcing. Other benefits are improved service levels, broader expertise and better management of the ICT function. He says the choice of service provider will also play a crucial role in ensuring that all ASP requirements are met accurately. It refers to recent research conducted by BMI-TechKnowledge. The Market Intelligence Organisation`s IT Market Sizing and Forecast 2005-2010 report confirms Business Connexion`s position as the leading technology service provider in South Africa. * Indication of service schedules and planned service outages: Individual companies may need abnormally high availability at certain times.

It is important to sketch when ICT services are needed. * Specifying service levels for management services or their components: Different elements of an ICT infrastructure may require different service levels. Customers should understand the agreed service levels for each component and ensure that they meet the company`s business requirements. * Reporting and Measurement: The SLA must be supported by systems and tools to monitor system performance using the contract. The selected service provider should give full access to this data, as requested by the customer. * Penalties for SLA violations: clearly defined penalties for non-compliance with service guarantees. * Incentives for added value. * The percentage of time during which services are available. * The number of users who are used simultaneously. * Specific performance criteria with which the actual power is compared. * The schedule for prior notification of network changes, repairs or maintenance that may affect users.

* Helpdesk response time for different types of issues or requests….

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