Service Level Agreement Arten


When providing a service, there may be differences between agreed service levels and actual service levels. In such cases, the consequences of this situation should be described. With regard to the consequences, two types should be distinguished: the Operational Level Agreement (OLA) from the Service Level Agreement (SLA). An OLA is often used to support or secure alS. Since these agreements are between departments of the same company, these generally apply only to the in-house service provider. An underpinning contract (UC) is in turn a contract to cover a service agreement between the service provider and a service provider acting for him. Dependencies exist to the extent that guaranteed benefits are guaranteed by support contracts with foreign resources and are reactively linked through escalating mechanisms. There is an important point to consider: When agreeing an SLA, the service provider acts as a provider of services to the business; in the case of an OLA, the agreement is between two parties within the service provider organization. Service level agreements are also defined at different levels: If you do not offer 24/7 customer support, you should set ALSs that take into account the hours of service in your call centre. When you fix your SLAs on opening hours instead of calendar hours, the watch only works when your customer service is active. When requesting a Friday afternoon, a customer immediately learns that they cannot expect a response until Monday.

A service-level agreement is an agreement between two or more parties, where one is the customer and the others are service providers. This can be a legally binding formal or an informal “contract” (for example, internal department relationships). The agreement may involve separate organizations, or different teams within one organization. Contracts between the service provider and other third parties are often (incorrectly) called SLAs – because the level of service has been set by the (main) customer, there can be no “agreement” between third parties; these agreements are simply “contracts.” Operational-level agreements or OLAs, however, may be used by internal groups to support SLAs. If some aspect of a service has not been agreed with the customer, it is not an “SLA”. The output received by the customer as a result of the service provided is the main focus of the service level agreement. Continuous verification and representation of compliance with defined service levels is an essential task when using ALS. For this reason, the service levels actually achieved must be documented in the form of service level reports and compared to agreed service levels. In the context of the report, therefore, the following aspects need to be agreed: in practice, ALSs are in two parts, the framework agreement includes long-term basic agreements and other agreements (SLA) rewriting concrete services (Bundi-Trachsel, 2010, p. 4). Changes to alS do not affect the main contract (Frahlich-Bleuler, 2014, p.