As a service provider, you want to make sure that you receive payment for all assistance costs at agreed intervals. You also want to check whether a reception manager is available if a service-related incident or request is resolved. “Take stock of what you offer and how it is geared towards the business goals of your business and your customers.” – Atlassian, How to define, measure and report SLAs Plus, there are a whole host of other ALS checklist models that you can use: your ALS model is one of the most important around, with an abundance of 102 pages. However, this does not mean that it is impossible and should not be ignored if you wish to maintain a long-term relationship with your customer or service provider. This model is simply an extension of the general model bound above. The process does not end with the development of the document, but involves tasks for a period of three months. If the agreement is approved by all parties, it must be responsible to ensure that the parties concerned are satisfied and there is no breach of the obligation of the parties to discharge their obligations and responsibilities. Simply put, this means that periodic (quarterly) audits should be conducted. In the ALS text, there is usually a section describing the minutes of these audits, which executes them when and how to contact other parties when a problem is found. With this handy model, you can create SLAs for you (supplier) and your customers.
Thanks to the magic of variables, SLAs are a breeze. Indeed, in the time you read this paragraph, you could have already made one! This is a service level agreement (SLA) between [customer] and [service provider]. This document identifies the required services and the expected level of service between MM/DD/YYYY to MM/DD/YYYY. The person in charge of the business relationship (“owner of the document”) is responsible for the regular verification of this document. The content of this document may be amended if necessary, provided that the main stakeholders obtain mutual agreement and are communicated to all parties involved. The holder of the document will take into account all subsequent revisions and will request, if necessary, reciprocal agreements/authorizations.