What page should the SLA prepare? Most service providers offer a standard SLA as part of the employment agreement. Ideally, you should use it as a starting point. Give your SLA to your internal consulting department if you have one and let the advisor make favorable adjustments to your site. Or add a few provisions that reflect your priorities. However, if time is of the essence, you may need to use the service provider`s default SLA. Choose measures that motivate good behavior. The first objective of each metric is to motivate the appropriate behavior on behalf of the customer and the service provider. Each part of the relationship will strive to optimize its actions to achieve the performance goals set by the metrics. Focus first on the behavior you want to motivate. Then test your metrics by placing yourself on the other side instead. Earn Backs is a response to the standardization and popularity of service level credits. What are the typical availability rules of a computer network service provider? When it comes to hosted network services, most businesses need at least 99% uptime. Many providers offer 99.9 percent or more uptime.

It`s important to understand what exactly this means, since 99.9 percent of uptime is 43.2 minutes of unplanned downtime per month. For many companies, this level of availability is not acceptable. It`s a common practice for a vendor to offer nearly 100 percent availability for certain business-critical applications, but you need to be willing to pay for that guarantee. Many providers offer different levels of availability guarantees, which are duly valivated. Service satisfaction. This relates to the degree of customer satisfaction with the level of service that the outsourcer has recorded for each core function through internal and/or external surveys. . . .