From this point of view, “missed” ALS should be the starting point for verifying service performance and understanding how to work together to improve it. It is precisely when the relationship between the supplier and the client company is constructive and long-term that an ALS should not be considered a cape contract. Of course, this does not mean that in the event of an ABS violation, everything is quiet anyway. For some companies, such as e-commerce. B, a decline in activity directly results in non-commercial activities, which must be restored in one way or another. Uptime is also a common metric that is often used for data services such as shared hosting, virtual private servers and dedicated servers. Common agreements include network availability percentage, operating time, number of planned maintenance windows, etc. FP7 IRMOS also examined aspects of translation of ALS terms at the application level into resource-based attributes to bridge the gap between client expectations and cloud resource management mechanisms. [14] [15] The European Commission has presented a summary of the results of various ALS research projects (from specifications to monitoring, management and implementation). [16] SLAs generally include many elements, from the definition of services to the termination of the contract. [2] 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. [3] AlS is therefore a very important element in the customer-supplier relationship (but there are also ALS between the internal departments of the same company). As a general rule, you mostly see the page that reassures the user, but acting on a certain basis of what is a bad service and what is not is also, from the supplier`s point of view, a positive element. A service level contract should discourage inappropriate behaviour on both sides, for example.B. if one considers that a malfunction could be caused by changes made by the customer to his network and not communicated to the customer. It Services ManagementThe Service Level Agreement (SLA) is a document that takes on the connotation of a contract and aims to define a number of service delivery restrictions (quality of service provided, performance evaluation parameters, results verification,…) and accept the relative prices demanded by the provider. This contract is therefore a tool to define and evaluate the needs of the organization with regard to the necessary services (service client) and, therefore, for the improvement of these services by the provider that offers them (provider).
There is no doubt that the continued evolution of the needs of the SME sector in recent years has led to a transformation of methods and types of processes and, consequently, IT services in organizations. Each service provided by an IT structure must necessarily be evaluated on the basis of continuity, effectiveness and efficiency. One of the strengths of the efficiency and efficiency of IT services is response time, which is the first reference for the IT department perceived by the customer and, at the same time, the most difficult to guarantee the potential changes resulting from qualitative and quantitative changes in it.