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Service Level Agreement Violations

A customer identifies a new product or service that he wishes to implement by the media laboratory. The laboratory manager reviews the feasibility of the product or service and undertakes to provide it in accordance with Section 14.2.2.1. 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. SLAs are an integral part of an IT provider contract. An ALS brings together information about all contract services and their expected reliability in one document. They clearly indicate metrics, responsibilities and expectations, so that in the event of service problems, no party can plead ignorance. It ensures that both parties have the same understanding of the requirements. Service level agreements are also defined at different levels: only the most important objectives are included in alS to ensure that the right commercial target for the service is identified. However, in the case of critical services, customers should invest in third-party tools to automatically collect sLA performance data that provide objective performance measurement.

Ideally, ALS should be aligned with the technological or commercial objectives of the commitment. The wrong direction can have a negative impact on the pricing of deals, the quality of the service delivery and the customer experience. 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. Most service providers provide statistics, often through an online portal. There, customers can check whether ALS is being met and whether they are entitled to service credits or other penalties under ALS. Then you need to set acceptable service levels for these systems. You should set metrics for response time and system availability. You should also have SLAs that cover in the event of a system failure. There should be SLAs around recovery methods and recovery times. Sometimes a service is provided by a combination of systems. In this case, there should be SLAs for each system and a composite ALS for the combination of systems. Traffic settings inserted include package size, distance between packages, protocol type, and DSCP marking.

The operation can be planned to generate traffic and recover performance measurements at certain times at pre-defined frequency to provide the expected accuracy. A service provider can, for example. B, include greater measurement granularity at peak times when performance problems are more likely. 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. The lab manager and account manager (and, as an option, a client representative) participate in a service level meeting that outlines the details to be included in the ALS for the required product or service.

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