A service level agreement is contract between a service provider or independent
contractor and a customer or company that kind, usually, in provable terms, what the service that the
service provider or independent contractor will provide.
E.g. usually you install software
from internet, before installing the software you has to click on agreement. That is call service level
agreement, it is describe the company polices and term and condition,avaliability so it is basically
agreement between you and the service providerdercompany who is providing the software.
Service Availability –
what kind of service provide and period of provide all information should be clearly mention.
Defect rates – e are all
know that when we use some software or products t is go through wear and tear, so ho responsible
for this it should clearly mention.
Technical quality – SLA
Basically used in it or technologyaspect so what type of or what quality provide r the customer
what kind of demanded all the mention n the agreement.
Security – security is
the key aspect for a company so when you agreement with another you should careful the security
Sometimes a company wan to a employee or provider who doing that particular job, that
particular job responsibly goes to the proverder,after that complete the work no more argument
create so that cause service level agreement create.
Another point of view supposes a network provider company and customer deal to his usage
and terms and condition that time also create SLA
The provider company work for customer and customer valuable information should be safe
it is a disclamation it s a cause to create SLA.
Sometimes the provider and the customer set their rights through the SLA.
SLAs are acomplete part of an IT vendor contract. An SLA pulls together information on
all of the contracted services and their agreement expected reliability into a document. It ensures
both sides have the same understanding of requirements.
Any significant contract without an associated SLA is open to deliberate or inadvertent
The SLA protects both parties in the agreement.
Basically, SLA should be aligned to the technology or business objectives of the
engagement. It can have a negative impact on deal pricing, quality of service delivery, and customer
Quantifying service levels
Clarification of responsibilities
A delineation of responsibilities.
The nature and level of services to be provided.
The method of service delivery
Values and/or principles underpinning service delivery
The duration of the agreement
Accountability/monitoring for tasks and means through which accountability/ monitoring is to be
Accountability to whom, for what and how are core elements or any agreement. Therefore, any
reports, audits, evaluations or reviews should be linked to this.
Means of resolving disputes. This may involve arbitration by a third party.
Means of amending the agreement
Means of reward or sanctions
The goal should be just amarketplace of best practices and requirements that will
maintain service performance and avoid other costs.
Choose measurements that motivate the right behavior. Ensure that metrics
reflect factors within the service provider's control.
Choose measurements that are easily collected.
Less is more.
Set a proper baseline.
Define with care.
When the contractor compete the project the agreement show that the
independent contractor assurance to not share any protected information learned during the
complete the project that also clearly written in agreement. If the contractors shear the
valuable information the company has to recover attorney fees.
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