A Service Level Contract (SLA) is an obligation between a service provider and a customer. Specific aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.  The most common component of ALS is that services are provided to the client in accordance with the contract. For example, internet service providers and telecommunications companies will generally include service level agreements under the terms of their contracts with customers to define service levels of service level sold in plain language. In this case, ALS generally has a medium-time technical definition between errors (MTBF), average repair time or average recovery time (MTTR); Identifying the party responsible for reporting errors or paying royalties; Responsibility for different data rates throughput; Jitter; or similar measurable details. Uptime is also a common metric that is often used for data services such as shared hosting, virtual private servers and dedicated servers. General agreements include network availability percentage, operating time, number of planned maintenance windows, etc. Often, it is the supplier, more than the customer, who puts on the table the definition of a service level contract. Suppliers generally have different types of pre-defined generic ALS that they offer to customers, but they should only be seen as a starting point. The client company must examine them carefully to understand how to adapt them to their needs, and they must also submit them to their service or legal counsel.
In this way, you can access a document that meets the requirements of the company and not just a general proposal, however formally correct it may be. Service level agreements are an important way to manage partnership relationships in a supply chain. This form of contract goes beyond traditional written agreements, such as. B the declaration of a service specification and the price to be paid. ALS defines the type of goods or services and the level of quality to be provided. The idea of an “agreement” or “agreement” is a mutually agreed view between the two parties on how and what should or should be provided. ALS is considered an integral part of the development of a relationship between supplier and buyer and succeeds in formalizing it in practice. The obligations and responsibilities of both parties are defined within the ALA, which must be respected during the duration of the contract; In addition, the economic role of this type of contract is to reduce the associated costs of transactions in order to preserve a certain quality of service and to attribute the risks and costs of “production” and “consumption” of the service.
Service Level Agreements (ALS) are contractual instruments that define service metrics (for example. B the quality of service) that must be respected by a service provider (provider) vis-à-vis its customers/users. Indeed, after the conclusion of the contract, they assume the importance of contractual obligations. In view of the evolution of the orientation of SMEs in Europe, particularly in recent years, which have seen a sharp increase in the dependence of IT services management on external structures (outsourcing), the development and promotion of SMA are seen as irreplaceable means of defining the services and costs they need. Of course, the definition of alS involves a first phase, including an analysis of the IT infrastructures present in the organization, the people involved, the needs of the business sector and the internal resources available (humanity and equipment).