Insert price models for each type of service with detailed specifications. A service level contract is an agreement between two or more parties, one being the customer and other service providers. It may be a formal or informal legally binding „treaty“ (for example. B internal relations within the department). The agreement may include separate organizations or different teams within an organization. Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) – the level of service having been set by the (main) customer, there can be no „agreement“ between third parties; these agreements are simply „contracts.“ However, operational agreements or olea agreements can be used by internal groups to support ALS. If an aspect of a service has not been agreed with the customer, it is not an „ALS.“ The measures are designed to motivate good behaviour. When defining the measures, both parties should bear in mind that the objective of the measures is to motivate the corresponding behaviours on behalf of the service provider and the client. Service elements include the specifics of the services provided (and what is excluded if in doubt), the conditions of availability of services, standards as well as slots for each level.

B service (e.g., prime time and non-prime time) may have different levels of service, responsibilities of each party, escalating procedures and compromise costs/services. Select the measures that motivate good behavior. The first objective of any metric is to motivate the corresponding behaviors on behalf of the client and service provider. Each side of the relationship tries to optimize its actions to achieve the performance goals defined by the metrics. First, focus on the behavior you want to motivate. Then test your metrics by placing yourself instead of the other side. How would you optimize your performance? Does this optimization support the results initially desired? Depending on performance, the metrics to be monitored may belong: the supplier must immediately inform the customer in writing whether the supplier`s level of performance is appropriate or not during the duration of the contract whether the supplier`s level of performance is appropriate or not achieved during the duration of the contract. Service level agreements are also defined at different levels: most service providers have standard ALSs – sometimes several, which reflect different levels of service at different prices – which can be a good starting point for negotiations. However, these should be audited and modified by the client and the lawyer, as they are generally favourable to the supplier. For a full presentation of what ALS is, what ALS is made of and why it is needed, read the following article: Many SLAs follow the specifications of the IT infrastructure library when applied to IT services.