Service Level Agreement Za

Service levels are at the heart of the relationship, as they define the (agreed) criteria that objectively allow you to prove that the quality of service you want has been achieved. There is no generic “Service Level” agreement. What for? The content depends entirely on what the actual service is. It can be any service you want to measure (from maintaining potted plants in your office to hosting your IT infrastructure). It is necessary to identify and quantify the most important activities that will be required. Perfect performance is not a realistic criterion. Negotiating service levels involves a trade-off between the ideal list of customer requirements and the need to prioritize them relative to what is realistically achievable. Measuring performance can involve significant negotiations. It is necessary to strike a balance to ensure the desired levels of performance without imposing such tight restrictions on the service provider that they hinder the development of a creative and effective working relationship. “In practice, any action before our courts to compel the service provider to provide the service, or even force the customer to pay, is a long and costly process. An SLA is a tool for establishing a good relationship and should not be seen as a weapon against the other party,” Giles warns.

It is therefore essential to clearly and carefully structure an SLA. Yes, they are theoretically enforceable in our courts, but in practice, any action in our courts to compel the service provider to provide it is a long and costly process. Or even to force the customer to pay. The better a service level agreement is, the more likely it is to be enforceable. A terrible SLA is probably unenforceable. But an SLA is a tool for establishing a good relationship and should not be seen as a weapon against the other party. A Service Level Agreement (or SLA) is a useful tool for managing the relationship between a service provider and its customer. These are often information technology-related services provided to a customer by the IT provider. In South Africa, there is a lot of confusion about service level agreements.

Different people seem to have different conceptions of who they are and why they should exist. There are many types of service level agreements that baffle the problem. We thought we could explain our understanding of an SLA and give some tips on how to do it right. You can also participate in a service level agreement workshop.