subject: Clauses Of Service Level Agreements (slas) [print this page] Every service offered by information technology (IT) service providers require the Service level agreements (SLAs) in order to identify the service level to be provided to customers. The service level agreement template is basically presented using a simple language so that the customers will clearly understand the content. Most of the Service level agreements are documented in MS Word format so it would be very easy for service providers to access it.
Service level agreements are used by It companies, Internet Service Providers (ISP) and by outsourcing and telecommunication companies as well. These agreements can be done in an informal manner between the customer and the service provider or can be a legal contract. Service level agreements helps address concerns in the performance, availability of the service. It is also concerned on how the service will be operated and the potential priorities. The parameters outlined in the agreement covers all IT services based on the mutual understanding with the stakeholders. Service level agreements intend to ensure that proper commitments and elements of the process are consistently provided in place. Current procedures and processes are not superseded by the agreement unless it is stated explicitly. Clauses of the service level agreement template contain information on the involved parties, the service provider and client, and other related concerns. The information contained on the service level agreement template can be edited by authorized personnel since the IT needs of customers may vary. You can check for the quality of the service level agreement template particularly its completeness. The services covered by the agreement are monitoring of electronic mail support, checking of the system health, and providing Virtual Private Network and Remote Desktop as well. It also indicates the customer requirements and responsibilities. The customers have the responsibility of paying the agreed cost for every service rendered by the service provider. If the customer cannot meet the service provider, he or she should assign a representative so that resolution of any incident or request will be easier for the service provider. Service providers do have their requirements and responsibilities in dealing with their customers might as well. The service providers should meet the required response time after the occurrence of an incident because there are some customers that demand for immediate action and resolution for their IT problems. They should also notify the customer on the schedule of system maintenance so that customers will be prepared for the service and maintenance process. In other words, Service level agreements should be concise and must present measurable description understandable by the customers. All concerns ranging from accountability, responsibilities and service ownership should be presented in the agreement. But nowadays, carriers turn Service level agreements into simpler prerequisites to attract customers and into valuable tools for marketing. Service level agreements sometimes become stick incentives. The penalty included in the clauses of Service level agreements has a dual function. If in case the requirements are not met, providers ensure compensation to mitigate incurred losses of the client.
