SLA recommendations from the users’ viewpoint October 2006. Approach. Recommendations have been assembled based on the experience of several BELTUG members. These have been completed with comments from other companies, users and service providers, that were formulated during a BELTUG X-change.
Mind that slides are commented on
corresponding notes pages
The provider must deliver to the customer, according
to contractual SLAs, …. because the customer has
to deliver in the same way to his internal customers,
according to internal SLAs.
….all require different SLA!
Let’s zoom in
put probes and monitor
Register component faults
launch dummy transactions
Is the SLA strong & very specific towards penalties or …more oriented towards mutual long-lasting relationships(Set mutual expectancies right)?
Risk-averse companies negotiate stronger SLAs with even stronger penalties
Given the timeline can be very critical, some contracts contain stronger SLAs for the installation schedules than for the monthly charges
A non-delivery of service compared to the SLA, activates a compensation, to be paid by the service provider via an invoice from the customer.
No invoice at all, the provider calculates “spontaneously” the agreed credits from the SLA and reduces the monthly charges accordingly.
The provider agrees to reduce the monthly charges, as from the incident onwards in a systematic way.
Pay attention to service degradation
Is the reportingof the SLA
+ the service management
+ the setup of the meetings
covered in the contract?
“ X% “ as the absolute guaranteed value! Not even a dialogue,…