In a customer-based SLA, the customer and the service provider reach a negotiated agreement on the services to be provided. For example, a company may negotiate with the IT service provider that manages its billing system to define in detail its specific relationship and expectations. This section should also clearly mention exclusions, the most common being the inability to provide services due to factors that are not under the control of the provider, such as natural disaster.B. The SLA is a documented agreement. Let`s see an example of an SLA that you can use as a template to create your own SLAs. Remember that these documents are flexible and unique. If necessary, make changes, as long as you include the relevant parties, in particular the customer. And consider other topics you might want to add agreements to, for example: B.: An SLA should contain all the common elements of a legal agreement. List of parties, start and end date, inclusions, exclusions, non-performance penalties, assisted regions and departments, penalties for non-compliance with conditions, rewards or bonuses for over-performance, compensation for both parties, anything specific to the commitment, etc.

It is a good practice to have performance bonuses in an SLA. It helps to incentivize the service provider and his team. It helps in 2 ways: There are three basic types of SLAs: customer, internal and service level agreements. Unlike the agreement with your pizza supplier, the ALS was not negotiable with the cable company. The cable operator published it as part of its general terms and conditions of sale. Their only alternative is to register with another cable operator, provided an alternative is available. Service level agreements can contain many service performance metrics with appropriate service level objectives. A common case in IT service management is a call center or services. Among the metrics usually agreed in these cases are: define carefully. A vendor can optimize SLA definitions to ensure that they are met.

For example, metrik Incident Response Time must ensure that the provider responds to an incident within a minimum of minutes. However, some vendors may fulfill the SLA 100% by providing an automated response to an incident report. Clients should clearly define LSAs to represent the intent of the service level. Often, the SLA includes a change control procedure that establishes a mechanism for agreeing and recording changes to the agreement or services to be provided. In an agreement of any length or complexity, it is inevitable that changes will be made to the services (which affects the level of service) and that an agreed and properly implemented change control procedure will be essential. However, a service level agreement can take the form of a legal or informal contract or form part of a contract. For this way, a service level agreement can be included in a contract, but a contract is not necessarily a service level agreement. Many companies prefer SLAs that are not part of the contract itself, as this allows for a simpler review.

For longer-term contracts, the parties must verify the provision of services.