Information Technology Service Level Agreement

This last point is critical; Service requirements and vendor functions are changing, so there needs to be a way to ensure that the SLA is updated. Define an appropriate baseline. Defining the right metrics is only half the way. To be useful, metrics must be tailored to a reasonable and achievable level of performance. If strong historical measurement data is not available, you should be prepared to check and adjust the parameters later by a predefined process defined in the SLA. It is not uncommon for an Internet backbone service provider (or network service provider) to explicitly display its own SLA on its website. [7] [8] [9] The U.S. Telecommunications Act of 1996 does not explicitly require companies to have SAs, but it does provide a framework for companies in Sections 251 and 252. However, company-level or OLA-level agreements can be used by internal groups to support ASAs. If an aspect of a service has not been agreed with the customer, it is not an “SLA”. The SLA between the division and the campus is the overall agreement on the provision of common technology services. The Higher SLA is described in a document entitled “DoIT and Campus Service Level Agreement”.

Other SLAs, also known as basic service agreements, are detailed for critical services that require more targeted management and measurement. Measures should be designed in such a way that both parties do not reward bad behaviour. For example, if a service level is violated because the customer does not provide information on time, the provider should not be punished.