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However, for critical services, customers should invest in third-party tools to automatically collect SLA performance data that provides an objective measure of performance. The SLA should contain not only a description of the services to be provided and their expected service levels, but also metrics that measure the services, the obligations and responsibilities of each party, the corrective measures or penalties applicable to violations, and a protocol for adding and removing metrics. The new event will be available in the “Online Alarms” panel and displays a countdown timer for all actions with a maximum response time interval set. IT organizations that manage multiple service providers may want to enter into operational level agreements (AEOs) to explain how certain parties involved in the IT service delivery process interact with each other in order to maintain their performance. and 6 p.m, and more or less availability indicated at other times. E-commerce operations usually have extremely aggressive SLAs at all times; 99.999 percent uptime is a non-unusual condition for a site that generates millions of dollars an hour. Make sure the metrics reflect factors that are under the control of the service provider. To motivate good behavior, SLA metrics must reflect factors that lie in the control of the extern externator. A typical mistake is to sanction the service provider for delays caused by the customer`s lack of performance. For example, if the customer provides application code change specifications several weeks late, it is unfair and demotivating to keep the service provider on a predetermined delivery date. . .


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