Stone, L. (2001). Beyond the GTC: what should be included in service contracts? AV-14-3036. Stamford, CT: Gartner Group. A service level agreement allows a supplier and a buyer to agree on a minimum of customer satisfaction. It defines the essential requirements and options available to the buyer if the SLA is not met. If certain vendor standards and practices are important to the success of your business, you should consider a service level agreement as a way to minimize your business risk. Poppo, L., &Zenger, T. (2002). Do formal contracts and relational governance work as a substitute or a complement? Strategic Management Journal, 23.8, 707-725. MSL`s skills and competencies include relationship management, business relations, business analysis, and business/supplier management, given that the focus is on interacting with the customer and all stakeholders involved in service management. It is therefore necessary to adopt a comprehensive approach focusing on the whole service and not only on its constituent elements. Simple metrics (for example.
B in percentage of system availability) should not be considered as a representation of the entire level of service, but a vision that takes into account customer perception and business outcomes should be the standard approach for MLS. If a customer and supplier agree to do business, it is important to set expectations. This is the purpose of a service level agreement (SLA). An SLA is a contract between a provider and a customer that defines the minimum acceptable level of service to be provided. Niederman, F., Kundu, S., & Salas, p. (2006). Offshoring computer software development: a multi-stage theoretical framework and research program. Journal of Global Information Management, 14.2, 52-74. A service level agreement or SLA is a formal document that defines an employment relationship between the parties for a service contract. It generally applies to businesses rather than consumers and concerns one or more parties to the end-user and a service provider. An SLA does not define how the service is delivered, but provides a measurable framework for a service. Typically, an SLA could be developed with Internet and broadband providers, web hosting, cloud computing, and outsourcing agreements with companies such as management service providers.
Some metrics used to define the SLA may contain things like the average time between failures, an agreed level of accepted downtime on an agreed schedule, support response times, and resolution times….