Make sure the metrics reflect factors that are in the service provider`s control. To motivate good behavior, ALS metrics must reflect factors in the control of the outsourcer. A typical mistake is to penalize the service provider for delays caused by the customer`s lack of performance. If the client. B provides application code change specifications several weeks late, making it unfair and demotivating to keep the service provider on a pre-indicated delivery date. AlS bias by measuring client performance in interdependent actions is a good way to focus on expected results. 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. SLA dibahagikan kepada tahap yang berbeza setiap alamat pelanggan yang berbeza dalam organisasi yang sama. Management elements should include definitions of standards and methods of measurement, reporting processes, content and frequency, a dispute resolution procedure, a compensation clause to protect the client from third-party disputes arising from breaches of service (which should already be included in the contract) and a mechanism to update the agreement if necessary. IT outsourcing agreements, in which the remuneration of service providers is linked to the results obtained, have gained popularity, with companies developing from time and pure materials or full-time price models. Define carefully. A supplier can optimize ALS definitions to ensure they are met. For example, the Incident Response Time measure is designed to ensure that the provider corrects an incident within a minimum of minutes.
However, some providers can complete ALS 100% by providing an automated response to an incident report. Customers should clearly define ALS so that they represent the intent of the level of service. Customers can create common metrics with multiple service providers that take into account the multi-supplier impact and impact the creditor may have on processes that are not considered to be in compliance with the contract. Kesimpulan Mewujudkan SLA adalah langkah pertama dalam membina hubungan antara pelanggan dan penyedia perkhidmatan; mereka membawa kejelasan tentang apa yang diharapkan daripada setiap pihak. Setiap pihak boleh bertanggungjawab untuk menamatkan tawaran mereka. Kadangkala, kompromi mungkin berlaku disebabkan oleh kekangan sumber; dalam kes sedemikian, pelanggan mungkin perlu menukar keperluan mereka. This Exabytes Enterprise Server or Network Equipment Service (“SLA”) service level agreement applies to all services you purchased in a service contract (the “agreement”) with Exabytes Enterprise Sdn. Bhd. (Company No. 529669-U) (“We,” “Unser” or “We”). SLAs often include many elements, from the definition of services to the termination of the contract.
 In order to ensure rigorous compliance with ALS, these agreements are often designed with specific lines of demarcation and the parties concerned must meet regularly to create an open communication forum. Rewards and penalties that apply to the supplier are often set. Most ALS also leave room for regular (annual) revisions to make changes.  The service received by the customer as a result of the service provided is at the heart of the service level agreement.