If there are more than 300 accesses for a service in the configured interval, in this case 15 minutes, the SLA alert is triggered at the beginning of the next 15-minute interval. The service received by the customer as a result of the service provided is at the heart of the service level agreement. Service availability: The time available to use the service. This can be measured using the time window, z.B 99.5% availability between hours 8 a.m. and 6 p.m. and more or less availability at other times. E-commerce processes are generally extremely aggressive. 99.999 percent operating time is an unusual requirement for a website that generates millions of dollars per hour. A Service Level Agreement (SLA) is an agreed measure for the response and solution times that your support team provides to your customers. Providing support based on service levels ensures that you can provide a measured and predictable service.

It also offers greater visibility in case of problems. In this section, the objectives of this contract are defined, z.B.: If you add a service level policy rule, define the service and reporting configuration to which services and contracts are referred. The attributes you define are listed below. These agreements may exist between companies (for example. B between a company and an external cloud provider) or entirely within an organization (for example. B between an IT or support service and its user base). You can be one-way (one party takes responsibility for all the details) or two-way (both parties share responsibility for certain elements or actions). Starting at the top of your guidelines list and down, we compare the terms of this directive with the ticket. The first policy whose conditions are met by the ticket applies to the ticket. For more information on the order of the guidelines, please see alS Guidelines. In order to verify which policies have been applied to a ticket and in what order, see the announcements, the ALS guidelines applied to a ticket service level agreement, are also defined at different levels: Include service management and support details for the service provider in this section A compensation clause is an important provision in which service providers agree to compensate the client company in the event of violation of its Guarantees.