Service Level Agreement Number

A Web Service Level Agreement (WSLA) is a standard for monitoring compliance with Service Level Agreements for Web services. Authors can specify the performance assigned to a web service application, the desired performance goals, and the actions to take if performance is not achieved. An AP SLA may require the BPO provider to have a 98% accuracy rate for invoice processing, which significantly reduces the number of errors. Another customer can prioritize processing speed so that backlogs don`t pile up. Prompt responses to supplier requests are another frequent priority of AP service agreement measures in order to maintain strong relationships. Depending on the service, the types of metrics to be monitored may include: security – All security measures taken by the service provider are defined. Typically, it revolves around the development and consensus on anti-poker, IT security, and privacy agreements. These systems and processes are often controlled by specialized third-party companies. If this is the case, it is necessary that the third party is also involved in the AAA negotiations.

This gives them details of the service levels to be followed and explanations on how to track them. Typically, ESAs include many elements, from the definition of services to the termination of the contract. [2] In order to ensure strict compliance with the AGREEMENTS, these agreements are often designed with specific dividing lines and the parties concerned must meet regularly to create an open forum for communication. The rewards and penalties applicable to the supplier are often indicated. Most LTC also leave room for periodic (annual) audits to make changes. [3] A Service Level Commitment (SLC) is a broader and more general form of an SLA. They are different because an SLA is bidirectional and consists of two teams. In contrast, an SLC is a one-sided obligation that defines what a team can guarantee to its customers at all times. If the service provider is acquired by another entity or merges with another entity, the customer can expect its SLA to remain in effect, but this may not be the case. The agreement may need to be renegotiated. Don`t make assumptions; Note, however, that the new owner does not wish to alienate existing customers, which allows him to choose to respect the existing SLAs. SAs are thought to originate from network service providers, but are now widespread in a number of areas related to information technology.

Some examples of industries that create SLAs are IT service providers and management service providers, as well as cloud and Internet service providers. The SLA should contain a detailed description of the services. Each service must be defined, that is: It is necessary to describe what the service is, where it is to be provided, to whom it is to be provided and when it is needed. For example, if one of the services is the provision of a specific report, the corresponding provision of the SLA must describe the report, indicate what it should contain, indicate its format (possibly with regard to a particular model) and how it is to be delivered (for example. B by e-mail), to whom, when and how often (e.g. B to the finance team every day at 10 a.m.). Many SLAs meet the specifications of the Information Technology Infrastructure Library when applied to IT services. In the BPO industry, SLAs are ultimately determined by an organization`s unique needs and the metrics that are most important to its success.

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