For example, a company`s internal services perform interconnected tasks in which one department becomes a “customer” from another department, because it depends on that department for support. When your company employs an IT support service, its performance affects the performance of the departments that use it. The best way to control performance is the service level agreement An ALS should contain all the common elements of a legal agreement. List of parties, start and end date, inclusions, exclusions, performance violations, geographies and departments, remedial penalties for non-compliance with conditions, rewards or over-performance bonuses, compensation for both parties, any other that is specific to the commitment, etc. There are several types of punitive clauses in an ALS based on industry and business. Let us look at the two types of sanctions that are generally followed by all sectors. They may include either party or a combination based on the reciprocal agreement between the two parties. Service availability: The time available to use the service. This can be measured using the time window, z.B 99.5% availability between hours 8 a.m. and 6 p.m. and more or less availability at other times.
E-commerce processes are generally extremely aggressive. 99.999 percent operating time is an unusual requirement for a website that generates millions of dollars per hour. Service level agreements benefit both parties by providing absolute clarity on what can be expected from the business relationship. The key to the success of a service level contract lies in the metrics used to determine whether the service provider is meeting its bargain end. It`s worth remembering the old saw “You`re going to get what you measure.” Exclusions: That is another very important element. Both sides must agree on all exclusions. Exclusion of services, geographies, days, schedules, environmental conditions, etc. An ALS contains all the common elements of a legal agreement. List of parties, start and end dates, inclusions, exclusions, non-enforcement penalties, remedial action, etc.
Let`s look at some of the relevant elements. A company needs ALS because it describes what it expects from the supplier and helps it manage and manage its business smoothly and ensure unfettered growth. Without ALS, we do not know what will happen if one partner does not meet the expectations of the other. Example of the magnitude of offences: KPI: All problems must be resolved within 3 hours. A delay of 20 minutes is acceptable. Then, each 30-minute delay will be a $XX penalty. A delay of more than 5 hours is considered a non-delivery of the service and is accompanied by a $YY penalty. Examples of types of offences: non-delivery, delayed delivery, incorrect delivery delivered. This last point is crucial. Service requirements and supplier functions are changing, so it is necessary to ensure that ALS is kept up to date.
It is not uncommon for an internet service provider (or network service provider) to explicitly state its own ALS on its website.    The United States