What Is SLA?

1. What Is SLA? WWW.31WEST.NET

2. Introduction to SLA An SLA is an agreement between service provider and their customer base which defines a set of services that a service provider will supply to the service users at a defined service level.​ WWW.31WEST.NET

3. Introduction to SLA, Cntd., • Identifies the service commitments of both service provider and customer base to define responsibilities. • Details the metrics for performance evaluation. • Establish process to track performance levels. • Defines team responsibilities for reviewing metrics, resolving problems etc. WWW.31WEST.NET

4. What should be included in an SLA? • Agreement Summary – This should include details such as individuals involved, effective/expiry date and general statement about other details that an SLA should cover. • Goals and Objectives – This should include the purpose of the agreement, what is expected from a service provider, their role, scope and responsibilities and penalties & remedies if the terms are not met. • Stakeholders – This defines the parties involved in the agreement. • Periodic Review – This should include parameters regarding review imelines of a particular SLA to measure service providers performance. WWW.31WEST.NET

5. What should be included in an SLA? Cntd., • Service agreement – This should include service scope, customer requirements and service provider requirements. • Service assumptions – This includes procedure on changes to services and the way they are communicated to stakeholder(s). • Security – It helps potential customers to identify necessary protection mechanisms to protect themselves. • Penalty – This includes penalties or remedies because of missed SLA. WWW.31WEST.NET

6. What should be included in an SLA? Cntd., • Service Management – In this section, both service availability and service requirements are covered. This will feature information on the availability of telephone support, response time for service requests, and options regarding remote assistance. WWW.31WEST.NET

7. Types of SLA • Customer-based Service Level Agreement – It is an agreement with one customer who will utilize all the services provided by service provider. Your telecom operator is an example of customer bases SLA, where you use voice services, data services, and several other services available with them. • Internal Service Level Agreement – This involves single service to multiple customers which will use the same service. For example, the finance and HR department can use the same SLA, which an IT department has with the service provider. WWW.31WEST.NET

8. Types of SLA, Cntd., • Multi-level Service Level Agreement -  This type of agreement is defined based on the organization of the customer. This can be further divided into corporate-level SLA, customer-level SLA and service-level SLA. WWW.31WEST.NET

9. Conclusion • Service Level Agreements should be realistic, any demands for quality and timeliness must be within each partner’s reach. They should be measurable and enforceable, with performance metrics and measurement tools established at the beginning. At the end of the day, both sides have an interest in reducing operational risk and increase the potential benefits in the most efficient way possible. WWW.31WEST.NET

10. Contant Us 31West Global Services18 Bartol Street, San Francisco, CA - 94133, USA4283 Express Lane, Suite 350-269, Sarasota, FL - 34238, USA1732 1st Avenue #24945, NY - 10128, USAPhone Number: +1 (877) 262-5030 Email: sales@31west.net Website: https://www.31west.net/ WWW.31WEST.NET