Service Level Agreement Importance

Service Level Agreement Importance

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NoteWe need to measure the general availability of the service. The maximum threshold is the maximum outage per incident and/or the total amount of the outage per month. Service providers need SLAs to manage their quality for different levels of severity. A supplier should also list the circumstances in which it is not responsible for failures or performance problems. If your current provider doesn`t offer you an SLA or service guarantee, it may be worth looking for someone to do so. Providers that offer an SLA are generally more mature than service providers. You will probably have the right systems to track and provide the service. This is also a good indication that they can be more transparent with you on the service. This promotes open communication and a better relationship. Figure 1 shows how different internal groups (networks, systems, and applications) need to commit to specific response times to achieve service levels promised to the consumer.

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