We think that is a mistake. SLAs are a legal agreement, so you have to abide by it. Concluding an SLA is a potential risk, but perhaps a necessary one. When sending a call for tenders, the customer must include the service levels expected as part of the request; This impacts the provider`s offering and pricing and can even influence the provider`s decision to respond. For example, if you request 99.999 percent availability for a system and the vendor cannot meet that requirement with your specified design, they may offer another, more robust solution. Nipa found that his company has used TransAlta Managed IT Services in a way that does not necessarily offer optimal business value. According to the agreement, service measures are defined to measure the number of incidents resolved in 4 hours. (It may also be good to display the average resolution time.) An SLA can ensure the security of the client. They have a contract that they can refer to, which allows them to hold their service provider to account and indicate exactly the type of service they expect. If the agreed needs are not met, they can mitigate some of them by financial compensation from their supplier. For some organizations, this can offer security and security. Without a clear understanding of what service is and the level of service required, you will never be able to make customers fully happy. They will always want more.
What happens if an SLA is not respected? The contract should also contain penalties or credits as a result of a missed SLA. This can be broken down by service level or downtime. PagerDuty`s criminal convention below is a great complete example.