In the implementation phase, the SLA RIF (z.B RBSLA) rules are translated into their logical execution system (z.B ContractLog) and run in a rule module. The service provider correlates with practitioners and defined roles, for example. B a process manager executes, manages and updates ALS rules and triggered actions/commitments. Historically, service level agreements have come from the IT services sector. Today, however, these contracts are also used in other sectors to define and guarantee the quality of services. Only a few examples of companies using ALS are services such as building cleaning, maintenance, financial management or accounting services. For the recipient, the reason the service item could not function is of minor importance. It is primarily interested in maximum availability, minimal response time to errors, maximum performance and reliability, so that its business processes are not interrupted. Therefore, when concluding an ALS, he will always endeavour to obtain full guarantees on these points.
The service provider must indicate the price of this quality of service. In addition, penalties may be agreed for non-compliance with a particular test. In general, customers should not accept the first or cheapest service offer. There are sometimes huge differences in value for money and quality. This is why it is recommended to think carefully and consider references. With a well-designed ALS, supported by a reliable provider, service customers can save a lot of money while enjoying consistent quality. In addition, it is possible to avoid unnecessary oversupply. On the other hand, in important locations, ALS encourages the service provider in a targeted manner. In short, alS can therefore be described as an excellent service quality control tool. Finally, it is possible to compare the target value (the agreed level of service) with the actual value. When establishing service level agreements, the requirements of both the client and the contractor should be taken into account.
Therefore, let us take a closer look at the interests of these parties. In order to minimize risk, service providers aim to limit contractual obligations to functions that they can actually influence. Therefore, no contractual guarantees are provided for circumstances beyond this sphere of influence. At the same time, the service provider strives to avoid the agreement of contractual penalties. Of course, he will also try to impose a reasonable price for his company`s services. «Service availability is measured every second according to the actual schedule by a ping on the service. If the service is not available and is not maintained, the Level 1 escalation is triggered and the process manager is notified. The climbing process manager 1 is required to restart service within repair time. If the process manager does not restore service in repair time (failure to do duty), escalation level 2 is triggered and the quality manager is informed. The quality manager can extend the repair time so that the process manager can restart the service in this new repair time. If the process manager does not restart the service within a maximum of time before repair, escalation level 3 will be triggered and the control committee will be notified.
In the escalation phase 3, the consumer of services is allowed to terminate the contract. In addition, ALS should be used to define the hours of service during which these response times must be respected (e.g. B only Monday to Friday, 8am-7pm). Service level agreements can be divided into several types depending on the relationship between the service provider and the recipient. The traditional ALS is between a client and an external service provider. In addition, the scenarios in which such a contract is applied are also possible: the aim is to better coordinate incentives and promote a long-term vision of directors, depriving the risks that can generate short-term profits (and thus bonuses in the d