As the main interlocutor between the project team and the sponsor or ESC The SLA should contain elements in two areas: services and management. Within 10 working days of the sponsorship meeting, the project manager: Select measures that motivate good behavior. The first objective of each metric is to motivate the appropriate behavior on behalf of the customer and the service provider. Each part of the relationship will strive to optimize its actions to achieve the performance goals set by the metrics. Focus first on the behavior you want to motivate. Then test your metrics by placing yourself on the other side instead. How would you optimize your performance? Does this optimization support the initially desired results? Initially, ASAs became an indispensable document for IT service providers. The use of SAs expanded with the advent of IT outsourcing in the late 1980s and is now widely used in many other fields, including project management. SLAs are used to regulate the relationship between service providers and internal and external customers. See: Service Level Agreement (SLA) Directive (TechRepublic Premium) This last point is critical; Service requirements and vendor functions are changing, so there needs to be a way to ensure that the SLA is updated.
An SLA is important to a customer for several reasons. As a customer, inform your provider of the minimum acceptable service you expect from them to keep your business or business running normally. With the agreement, your service provider undertakes to comply with this minimum requirement and will deal with problems on an agreed date and in an agreed manner if they do not fulfil their commitment. Otherwise, you will have the right to make requests or terminate its services without impact. Management elements should include definitions of measurement standards and methods, reporting processes, content and frequency, a dispute resolution procedure, a indemnification clause to protect the customer from third-party disputes in the event of a breach of the level of service (but this should already be covered in the contract) and a mechanism to update the agreement as appropriate. In addition to defining the services to be provided, the contract should also document how the services are to be monitored, including how the data is collected and disclosed, how often it is verified and who is involved in the verification. When sending a call for tenders, the customer must include the service levels expected as part of the request; This impacts the provider`s offering and pricing and can even influence the provider`s decision to respond. For example, if you request 99.999 percent availability for a system and the vendor cannot meet that requirement with your specified design, they may offer another, more robust solution. Beyond defining the expectations of the service provider, an SLA is also a mechanism to create and improve a business relationship between two or more parties.