The SLA metrics required depend on the services provided. Many elements can be monitored as part of an ALS, but the scheme should be kept as simple as possible to avoid confusion and excessive costs on both sides. When selecting metrics, check the process and decide what is most important. The more complex the monitoring scheme (and associated corrective measures) is, the less likely it is to be effective because no one will have time to properly analyze the data. If in doubt, opt for the simple collection of metrics; Automated systems are the best, as expensive manual metric input is unlikely to be reliable. A Service Level Agreement (SLA) defines the services the provider must provide and by what standards. ALS is usually part of the more detailed service contract between you and your outsourcing partner. Service availability: The time available to use the service. This can be measured using the time window, z.B 99.5% availability between hours 8 a.m.

and 6 p.m. and more or less availability at other times. E-commerce processes are generally extremely aggressive. 99.999 percent operating time is an unusual requirement for a website that generates millions of dollars per hour. The owner of the product wishes to insert a specific clause in the service level agreement stipulating that the property will not be transferred to the other party. However, there is a license for the product that allows the other party to fully complete its contract page. The details of the license must be fully defined in the agreement. A compensation clause is an important provision in which the service provider agrees to exempt the client company from possible violations of its guarantees. The exemption means that the supplier must pay the customer all third-party procedural costs resulting from the breach of the guarantees. If you use a standard ALS provided by the service provider, it is likely that this provision does not exist.

Ask your in-house advisor to design a simple provision to include it, although the service provider may wish for further negotiations on this issue. This last point is crucial. Service requirements and supplier functions are changing, so it is necessary to ensure that ALS is kept up to date. Finally, ALS must be agreed. They are not a weapon for an organization with which it can beat another, and so they are not the panacea to all the evils of the existing bad service. These deficient performance issues must be addressed and a clear future level must be agreed before ALS can be developed and agreed upon.