A service level agreement (SLA) is an agreement between a provider and an end user that clearly defines and defines the level of service that the end user expects from the service provider. For example, Internet service providers and telecommunications companies typically include service level agreements in the terms of their contracts with customers to define the level(s) of service sold in plain language. Wikipedia An earn-back is a provision that can be included in the SLA that allows providers to recover service level credits if they work at or above the standard service level for a certain period of time. Earn backs are a response to the standardization and popularity of service-level credits. Service Level Management or SLM is defined as «responsible for ensuring that all service management processes, operational level agreements, and underlying contracts are fit for the agreed service level objectives. SLM monitors and reports on service levels and conducts regular customer assessments. Security – All security measures taken by the service provider are defined. Typically, this includes developing and consensus on anti-poker, computer security, and non-disclosure agreements. The main thing is to build a new layer on the network, cloud or SOA middleware capable of creating a negotiation mechanism between service providers and consumers.
One example is the EU-funded Framework 7 SLA@SOI research project, which examines aspects of multi-tier and multi-vendor SLAs within service-oriented infrastructure and cloud computing, while another EU-funded project, VISION Cloud, has yielded results with regard to content-based SLAs. Define an appropriate baseline. Defining the right metrics is only half the battle. To be useful, measures must be set to a reasonable and achievable level of performance. Unless solid historical metrics are available, you should be prepared to review and adjust the settings again later through a predefined process specified in the SLA. A customer service level agreement exists between the provider and an external customer. An internal SLA resides between the vendor and its internal customer, it can be a different organization, department, or location. Finally, there is a vendor SLA between the vendor and the vendor. In addition to these three types, there are three other classifications: client-based SLAs, service-based SLAs, and multi-level SLAs. This last point is essential; Service requirements and vendor functionality are evolving, so there needs to be a way to ensure that the SLA is kept up to date. To limit the scope of compensation, a service provider may: Performance must be monitored against the standards set out in the SLA to ensure that the level of quality is maintained, and costs must be kept within the objective to allow for accurate budgeting and avoid over-distribution of allowances. While the details of service level agreements (SLAs) are as diverse as the services they could cover, a comprehensive SLA typically includes the following: The SLA is typically one of two basic agreements that service providers have with their customers.
Many service providers establish a framework service contract to determine the terms and conditions under which they work with customers. The SLA is often incorporated by reference into the service provider`s framework service agreement. Between the two service contracts, the SLA adds greater specificity in terms of the services provided and the metrics used to measure their performance. A service level agreement (SLA) defines the level of service that a customer expects from a provider and defines the metrics against which that service is measured and the corrective actions or penalties, if any, if agreed service levels are not met. .