It was supposed to be a living document. It should not be filed once it has been signed, never be mentioned again. It should be constantly mentioned and updated when services change. Then, by providing each service one after the other, the customer should indicate the expected performance standards. It depends on the service. In the ”Reporting” example above, a possible level of service can be 99.5%. However, this issue needs to be carefully considered. Often a customer wants performance standards at the highest level. In practice, this is understandable, but it could be impossible, unnecessary or very expensive. On the other hand, the service provider can make it clear that service levels should be deliberately low to ensure that the service can be provided at a competitive price. It`s a matter of evaluation, and the client needs to carefully evaluate each level of service – it`s often that different services are weighted differently depending on the size of the business.

Performance standards for the availability of an online service are generally high, as it is essential that the customer ensures constant availability of the service. Other individual services may be less important, and service levels for these may be set at a lower level. When an infringement is found, the service provided may be obliged to pay the purchaser damages to cover the losses caused by the violation. In addition, the offence may be required to provide the services listed in the contract. In addition to these more technological applications, service level agreements can also apply to other sectors and sectors. Service levels may also vary depending on whether it is a service available to customers or internal service personnel (for example. B IT staff, etc.). A service level contract (or ALS) is the part of a contract that specifically defines the services a service provider will provide and the level or standard required for those services.

ALS is generally part of an outsourcing or service management contract or can be used in facilities management agreements and other service delivery agreements. This article is aimed primarily at customers and contains some simple tips for creating effective SLAs.