If the service provider is taken over by another entity or merges with another entity, the client can expect his ALS to remain in effect, but that may not be the case. The agreement may need to be renegotiated. Don`t make assumptions; Note, however, that the new owner does not want to alienate existing customers, so they can choose to honor existing SLAs. Are you actively monitoring your WAN service level agreement? Service level agreements benefit both parties by providing absolute clarity on what can be expected from the business relationship. The key to the success of a service level contract lies in the metrics used to determine whether the service provider is meeting its bargain end. It`s worth remembering the old saw „You`re going to get what you measure.“ It is important to mention here that companies need to be practical and not overly ambitious in the development of these ALSs. Strict ALS is expensive and a low will have a negative impact on service levels. It is important to have neutral and practical conditions acceptable to both parties. This section discusses customer and supplier requirements, service range and service assumptions. 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 AES negotiations. This will allow them to obtain details of the levels of service that should be monitored and explanations on how to prosecute them. If a service provider does not meet the customer`s expectations set out in the ALS, a service credit or other type of penalty, other than some form of compensation, must be awarded.
A percentage of the credit depends directly on downtime above the standard specified in a contract. When sending a PSR, the customer must include the expected levels of service as part of the requirement. This has an impact on suppliers` offers and prices and may even influence the supplier`s decision to respond. If you need z.B. 99.999 percent availability for a system and the provider cannot meet this requirement with the indicated design, it can offer another, more robust solution. In a service-based ALS, all clients working with the service provider benefit from similar conditions.