The aim is to make the control possibilities for the client transparent by accurately describing the guaranteed performance characteristics, such as the level of performance, reaction time and speed of machining. An important element is the level of service, which describes the agreed quality of service and contains information on the range of services (for example. B time, scope), availability, supplier response time, etc. The typical example is the operation of the servers, which must be carried out 24 hours a day, 7 days a week, with a maximum shutdown rate of 0.B. 0.1% per year and a response time of 30 minutes after the damage is reported by an external provider.  There is a customer service level agreement between the supplier and an external customer. There is an internal ALS between the supplier and its internal customer – it could be another organization, department or other site. Finally, there is a supplier ALS between the supplier and the supplier. Obligation to report errors, obligation to correct errors, level of service, etc. A service level agreement (SLA; German-Service-Gote-Vereinbarung) refers to a framework contract or interface between the client and the service provider for recurrent services. Service providers need SLAs to help them manage customer expectations and define the severity and circumstances in which they are not responsible in the event of failure or performance problems.
Customers can also benefit from SLAs, as the contract outlines the service`s characteristics – which can be compared to other providers` SLAs – and identifies ways to resolve service issues. If both parties agree to include rebates in the ALA, the process should be carefully defined at the beginning of the negotiations and incorporated into the service level methodology. Monday to Friday: 7am-8pm Saturday: 9am-6pm public holidays: no operating hours of advanced service are possible on request. Redressing – If a supplier is unable to properly complete its ALS, compensation or payment should be defined. In a service-based ALS, all clients working with the service provider benefit from similar conditions. For example, a cable TV provider indicates what services it offers to all its customers and what additional services or channels are available as part of the package. For example, the client is responsible for providing a representative to resolve issues with the ALS service provider. The service provider is responsible for meeting the level of service defined in the ALS.
The service provider`s performance is assessed using a series of measures.