Soorten Service Level Agreement

A compensation clause is an important provision in which the service provider agrees to exempt the client company from possible violations of its guarantees. The exemption means that the supplier must pay the customer all third-party procedural costs resulting from the breach of the guarantees. If you use a standard ALS provided by the service provider, it is likely that this provision does not exist. Ask your in-house advisor to design a simple provision to include it, although the service provider may wish for further negotiations on this issue. In addition to defining the services to be provided, the contract should also document how services should be controlled, including how data is collected and reported, how often it is verified, and who is involved in the audit. Since the late 1980s, SLAs have been used by fixed-line operators. Today, ALS is so widespread that large organizations have many different ALSs within the company itself. Two different units in an organization script an ALS, one unit being the customer and another the service provider. This helps maintain the same quality of service between different units of the organization and in several sites within the organization. This internal ALS script also compares the quality of service between an internal service and an external service provider. [4] This last point is critical; Service requirements and supplier functions are changing, so it is necessary to ensure that ALS is kept up to date. As an alS aanvulling op is from SeLA gemaakt (Hillenius).

Naast service wordt ook of gewenste experience van de klant vastgelegd. Het voordeel van deze toevoeging is dat er niet alleen op prestatie indicatoren wordt gestuurd maar ook op de experience van de klant. Deze experience kunnen over het algemeen worden vastgesteld aan de hand van de kernwaarde van een organisatie. De klant kiest met een bepaalde red voor een organisatie. Wanneer in de dienstverlening de kernwaarde (belofte) niet terug te vinden is zal er sprake zijn van een vermindering van kwaliteitsbeleving. In een SeLA worden de technische, functionele en relationele kwaliteit vastgesteld. Include a brief presentation of the agreement on the parties, the level of service and the duration of the contract. For example: Metrics must be designed as bad behavior by both parties, will not be rewarded.

If z.B. a service level is violated because the customer does not provide information on time, the provider should not be penalized. A Service Level Contract (SLA) is a documented agreement between a service provider and a customer that identifies both the required services and the expected level of service. The agreement varies by supplier, service and industry. Make sure the metrics reflect factors that are in the service provider`s control. To motivate good behavior, ALS metrics must reflect factors in the control of the outsourcer. A typical mistake is to penalize the service provider for delays caused by the customer`s lack of performance.