A service level agreement (SLA) is a contract between a service provider and the end user that defines the level of service expected from the service provider. SLAs are output-based in that their purpose is specifically to define what the customer will receive. SLAs do not define how the service itself is provided or delivered.. The metrics that define levels of service should aim to guarantee:
A description of the service being provided
maintenance of areas such as network connectivity, domain name servers, dynamic host configuration protocol servers
when the service is available (percentage uptime) and the limits outages can be expected to stay within
the punctuality of services to be performed in response to requests and scheduled service dates
Procedure for reporting problems
who can be contacted, how problems will be reported, procedure for escalation, and what other steps are taken to resolve the problem efficiently
Monitoring and reporting service level
who will monitor performance, what data will be collected and how often as well as how much access the customer is given to performance statistics
Consequences for not meeting service obligations
may include credit or reimbursement to customers, or enabling the customer to terminate the relationship
Escape clauses or constraints
circumstances under which the level of service promised does not apply. An example could be an exemption from meeting uptime requirements in circumstance that floods, fires or other hazardous situations damage the ISP’s equipment.
Though the exact metrics for each SLA vary depending on the service provider, the areas covered are uniform: volume and quality of work (including precision and accuracy), speed, responsiveness, and efficiency. In covering these areas, the document aims to establish a mutual understanding of services, areas prioritized, responsibilities, guarantees, and warranties provided by the service provider.
The level of service definitions should be specific and measureable in each area. This allows the quality of service to be benchmarked and, if stipulated by the agreement, rewarded or penalized accordingly. An SLA will commonly use technical definitions that quantify the level of service such as mean time between failures (MTBF) or mean time to recovery, response, or resolution (MTTR), which specifies a “target” (average) or “minimum” value for service level performance.
SLAs are also very popular among internal departments in larger organizations. For example, the use of a SLA by an IT helpdesk with other departments (the customer) allows their performance to be defined and benchmarked. The use of SLAs is also common in outsourcing, cloud computing, and other areas where the responsibility of an organization is transferred out to another supplier.
Intelligent Information Systems
Intelligent Information Systems offers different level of Service Levels for Small , medium and large organizations.
When it comes to Information Technology even a small organization needs to appoint minimum 4 to 5 Expert Engineers as the Professionals expertise in IT will be in different areas .
For Example a Network Engineer cannot Handle the Server and vice versa. Both the Engineers cannot manage an exchange server or email hosting and webhosting.
Here an outsourcing company can be used to manage the complete department with the cost of a single resource.
Even the large complex set up can be easily managed with the help of an expertise and well proven IT Company and here any customer will prefer Intelligent Information Systems.