What Is A Service Level Agreement Uk

October 14, 2021

The SLA should include components in two areas: services and management. Service elements include details of the services provided (and what is excluded in case of doubt), conditions of service availability, standards such as the time window for each level of service (prime time and non-prime time hours, for example, may have different levels of service), each party`s responsibilities, escalation procedures and cost/service trade-offs. Finally, the SLA must be agreed. They are not a weapon for one organization with which to beat another, and so they are not a panacea for all the ills of mediocre existing services. These poor performance issues need to be addressed and a clear future level must be agreed before an SLA can be designed and agreed. This clause concerns the correct provision of the services that the supplier has been commissioned to provide. This ensures that the agreement is consistent with a company`s current service levels and reflects its desire for future service levels. SLAs are complex documents. It may be helpful to seek advice from a service management consultant or business lawyer. Learn how to choose a lawyer and work with a lawyer. Service Availability: The time the Service is available for use. This can be measured by the time window, by which, for example, between the hours of 8.m and 6 P.m.

an availability of 99.5% and at other times an availability of more or less is indicated. Ecommerce operations usually have extremely aggressive SLAs at all times; 99.999% uptime is a not uncommon requirement for a website that generates millions of dollars per hour.

Topic Tags: Uncategorized

- Related Blog Posts -