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The measures should reflect only the factors that make the service provider exercise appropriate control. Measurements should also be easy to collect. In addition, both parties should refuse to choose excessive amounts of measures or measures that produce large amounts of data. However, the intrusiveness of too few metrics can also be a problem, because without you, one could give the impression that the treaty has been violated. Service level agreements can contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk. Among the metrics generally accepted in these cases is: 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. Exclusions — Specific services that are not available should also be clearly defined to avoid confusion and to make room for other parties` assumptions. One of the most important steps to guide your sales and marketing efforts is to create a Service Level Contract (SLA).

Traditionally, ALS is used to define exactly what a customer receives from a service provider. But ALS also serves the internal functioning and sales and marketing agreements are among the most important. If the service provider is taken over by another entity or merges with another entity, the client can expect his ALS to remain in effect, but that may not be the case. The agreement may need to be renegotiated. Don`t make assumptions; Note, however, that the new owner does not want to alienate existing customers, so they can choose to honor existing SLAs. Service availability: The time available to use the service. This can be measured using the time window, z.B 99.5% availability between hours 8 a.m. and 6 p.m. and more or less availability at other times. E-commerce processes are generally extremely aggressive.

99.999 percent operating time is an unusual requirement for a website that generates millions of dollars per hour. SLAs were adopted in the late 1980s and are currently used by most sectors and markets. SLAs naturally define service expenditure, but defer methodology at the discretion of the service provider. Specific metrics vary depending on the industry and the SLA objective. In this situation, ALS is used as a hammer, as a financial remedy against the supplier for compliance. And it makes sense not to pay for services that have not been provided or have not been provided in the agreed manner. But it only works if… If…

IF the ALS has been properly created. This is where the challenge lies for entrepreneurs and public procurement. For example, the client is responsible for providing a representative to resolve issues with the ALS service provider. The service provider is responsible for meeting the level of service defined in the ALS. The service provider`s performance is assessed using a number of measures. Response time and resolution time are among the main metrics contained in alS because they refer to how the service provider handles the outage. Other metrics include the timing of advance notification of network changes that may affect users and general service usage statistics. The main point is to create a new level for the grid, cloud or SOA middleware, capable of creating a trading mechanism between service providers and consumers. For example, the EU-funded Framework SLA@SOI 7 research project[12]explores aspects of multi-level, multi-supplier slas within service-based infrastructure and cloud computing, while another EU-funded project, VISION Cloud[13], has delivered results in terms of content-based ALS.