Service Level Agreement For Application Support

As applications are moved from dedicated hardware to the cloud, they must achieve the same or even more demanding service levels as traditional installations. SLAs for cloud services focus on data center characteristics and more recently include network features (see carrier cloud) to support end-to-end SLAs. [11] Service elements include the particularities of the services provided (and what is excluded in case of doubt), the conditions of availability of services, standards such as slots for each level of service (e.g. prime time and non-prime time may have different levels of service), the responsibilities of each party, escalation procedures and cost/service trade-offs. However, for critical services, customers should invest in third-party tools to automatically collect SLA performance data that provides an objective measure of performance. The types of SLA metrics needed depend on the services provided. Many elements can be monitored as part of an SLA, but the scheme should be as simple as possible in order to avoid confusion and excessive costs on both sides. When selecting metrics, look at how you`re working and decide what`s most important. The more complex the monitoring scheme (and associated mitigation system), the less likely it is to be effective, as no one has time to properly analyze the data. When in doubt, opt for a simple collection of metric data. Automated systems are the best, as expensive manual recording of metrics is unlikely to be reliable. Key Performance Indicators (KPIs) and other related metrics can and should support your SLA, but achieving it alone does not necessarily lead to the desired result for the customer. Make sure the metrics reflect factors that are under the control of the service provider.

To motivate good behavior, SLA metrics must reflect factors that lie in the control of the extern externator. A typical mistake is to sanction the service provider for delays caused by the customer`s lack of performance. For example, when the customer provides application code change specifications several weeks late, it is unfair and demotivating to keep the service provider on a predetermined delivery date. Designing the SLA from two sides by measuring the customer`s performance in interdependent actions is a good way to focus on the expected results. This is a service level agreement (SLA) between [customer] and [service provider]. This document identifies the necessary services and the expected level of service between MM/TT/YYYY and MM/TT/YYYY. In the next section, the list of contracts should have four elements: the objective should be to fairly integrate best practices and requirements that maintain services and avoid additional costs. . . .