The final part of service level management consists of reports on the implementation of the various components of the service level agreement. The purpose of these reports is to verify compliance with the agreements concluded in the short term and, if necessary, to adapt them. In addition, they are an important instrument for further improving quality in the long term, as they indicate the points of increase in service levels. A service level agreement (SLA) is another development of a contract regarding the quality of services provided by a TPI provider to a customer. For the contract manager, an SLA is useful because it contains quantified and measurable standards for service delivery. Think about availability, reliability, and continuity. If the volume or importance of the service is large and the duration is long, it is certainly desirable to work with an SLA. How do you guarantee the quality of an SLA so that it serves the purpose for which it was created? For the drafting of contracts, it is often preferable to control the drafting of the text. The same goes for a service level agreement. If you clearly determine what the goals and statistics of responsibility per person are, you`ll get a better insight into how each helps the other achieve their goals. By doing so, you work more effectively towards the bigger goal.
A service level agreement (SLA) can improve the relationship between the DCT provider and the customer, but certainly also deteriorate it. Much depends on the quality of an SLA. And it often goes wrong. That`s why we give you a number of points of attention so that you really achieve what you want with a service level agreement: better service. A service level agreement is an agreement between two or more parties, one of which is the customer and the other service providers. It can be a legally binding formal or informal “treaty” (e.g. B internal departmental relations). The agreement can include separate organizations or different teams within an organization. Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) – since the performance level is set by the (principal) customer, there can be no “agreement” between third parties; These agreements are simply “contracts”. However, company-level or OLA-level agreements can be used by internal groups to support SLAs….