Frequently Asked Questions

What are the principal elements of a successful SLA application?

The principal elements of a successful Service Level Agreement (SLA) application are multifaceted and crucial for the effective functioning of the agreement. Firstly, service objectives are a key component. These are the tasks that the service provider is expected to perform and complete to meet the customer's needs. Formal thresholds are another important element. These are the set standards or limits that the service provider must adhere to in order to fulfill their commitments. A score or measurement of system performance in relation to objectives is also a critical element. This allows for the evaluation of the service provider's performance against the set objectives. Service goals are another essential component. These are the targets that the service provider aims to achieve within a specified timeframe. Conditions in which the SLA is no longer in effect, such as during system maintenance, must also be clearly defined. Lastly, consequences for failing to meet commitments or falling behind goals are a crucial element. These could include penalties or other forms of retribution for the service provider. In addition to these elements, the ability to associate contracts, create escalations, change the SLA, change its status, create performance indicators, and rank SLAs according to precedence are also important features of a successful SLA application.