Service Level Agreement (SLA) Management
The Service Level Agreement (SLA) refers to a document that governs the monitoring and revision of SLAs and their associated parameters. these may may be used as reference point for contactual breachs and bonuses.
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Functions
Contractual definitions of functionality of a prooduct / service.
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Process Input
Terms and conditions for the provision of goods and / or services, that may include:-
Number of customers affected;
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Effect on business mission;
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Context of problem;
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Deadlines;
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Estimated solution time;
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Application involved;
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Frequency of problem;
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Customer's sense of priority;
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Customer's commitment level;
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Availability of workaround;
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Threat to data integrity or computer security;
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Procedss Output;
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Process Ouput
The SLA is a legal reference point when disagreement(s) transpier between the organisation' management / employees and the Supplier.
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Performance Indicator(s) (PI)
Organisation's Level of Satisfaction (OLOS) following surveys.
