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A service level agreement (SLA) is an obligation between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the user of the service. [1] The most common element of an SLA is that services must be provided to the customer as contractually agreed. For example, Internet service providers and telecommunications companies typically include service level agreements in the terms of their contracts with customers to define the level(s) of service sold in plain language. In this case, the SLA usually defines a technical definition in mean time between failures (MTBF), average repair time or mean recovery time (MTTR); Identify which party is responsible for reporting errors or paying fees; Responsibility for different data rates; throughput; jitter; or similar measurable details. The third and final type of service level agreement is the multi-level SLA. The multi-level SLA defines aspects of the SLA based on the customer`s organization, using a kind of inheritance with global definitions relevant to all child levels. This SLA focuses on the customer`s organization. All services and their relationship to subordinate services are discussed when defining the multi-level service level agreement structure.

This contract covers all service issues associated with a specific customer group. However, the nature of the services to users is not taken into account. Compensation is a contractual obligation entered into by one party – the person responsible for the compensation – to remedy the damages, losses and liabilities of another party – the person responsible for the compensation – or of a third party. In the context of an SLA, a indemnification clause obliges the service provider to acknowledge that the customer is not responsible for costs incurred as a result of breaches of contractual guarantees. The indemnification clause also obliges the provider to pay the customer all third-party legal costs resulting from the breach of contract. Finally, it is important to provide a baseline for the measures in the service level agreement. This baseline should be reasonable, but can be tightened during an SLA review if more data has been collected on this metric. There are three types of service level agreements that can be documented. Before ITIL service level requirements are defined and service levels are agreed through UN SLA, the most appropriate SLA structure must be designed. Depending on the services provided to a customer or company, an SLA structure is designed to match the purpose. Service level agreements are typically signed during the ITIL service design phase of the ITIL lifecycle.

SLAs are used to determine measurable indicators of the service we provide, ensuring compliance with our customers` expectations. Service Description – The SLA requires detailed descriptions of each service offered in all possible circumstances, including processing times. Service definitions should include how services are delivered, whether the maintenance service is provided, what is the uptime, where dependencies exist, an overview of processes, and a list of all technologies and applications used. The SLA will also include a section outlining exclusions, i.e. situations where the guarantees of an SLA – and penalties for non-compliance – do not apply. .