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Todo o mundo Each service commitment (SLA) has these attributes:
- Service - the service or action the vendor provides. For instance, your Internet Provider gives you internet access.
- Measurement - This is a metric that quantifies the service commitment. Again, using our Internet Provider example, the measurement could be 99.999% availability (also known as “5 nines of uptime”).
- Interval - the measurement (metric) must be captured at defined intervals. For example:
- “.... Every time the helpdesk is called ..”,
- “... every month”,
- “Average of all tickets every month”,
- etc.
- Obligations - Some SLAs have obligations that the Client AND the Vendor must fulfill in order for the SLA to be enforceable. Also, it's a common obligation for the Client to declare an “SLA Violation” in order to exercise their right to receive penalty fees from the Vendor.
- Penalty - This is the penalty for failure to comply with the SLA component's obligations (“SLA Violation”). In subscription-based agreements, the penalty a vendor incurs will usually be to give a credit back for a percentage of the monthly subscription. In software development outsourcing - an SLA penalty is often the loss of a “bonus payment” (or percentage) held in reserve by the Client for a successfully completed project with all SLA's met.
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