Accessibility is an essential principle of customer service and is therefore one of every ALS. One of your customers` main concerns is how easy it is for them to contact support. In the contact area of your site, just refer to your office hours. In an ALS for the largest customers, you can grant facilities by custom terms. The goal should be to fairly integrate good practices and requirements that maintain service efficiency and avoid additional costs. If the service provider is taken over by another entity or merges with another entity, the client can expect his ALS to remain in effect, but that may not be the case. The agreement may need to be renegotiated. Don`t make assumptions; Note, however, that the new owner does not want to alienate existing customers, so they can choose to honor existing SLAs. However, in the case of critical services, customers should invest in third-party tools to automatically collect sLA performance data that provide objective performance measurement.
AlS should have two components: services and management. If ALS refers to an entire service, it is difficult to preset each scenario. They therefore need more general types of problems, still clearly defined enough to allow for a logical categorization of more detailed types of problems. Set a good base number. Defining the right measures is only half the fight. To be useful, measures must be set at reasonable and achievable performance levels. In the absence of solid historical measurement data, you should be prepared to review and adjust parameters later through a predefined process specified in ALS. SLAs must be created for the results desired by the customer. Note the „watermelon“ effect in which the service provider performs ALS metrics (z.B. Service-Uptime) when it does not support your client`s actual goals.
An IT service provider must be able to collect and report on WADA`s performance data. Make sure your service management software meets both tasks. In addition to defining the services to be provided, the contract should also document how services should be controlled, including how data is collected and reported, how often it is verified, and who is involved in the audit.