Are Service Level Agreements Important And Why

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 often include many elements, from the definition of services to the termination of the contract. [2] In order to ensure rigorous compliance with ALS, these agreements are often designed with specific lines of demarcation and the parties concerned must meet regularly to create an open communication forum. Rewards and penalties that apply to the supplier are often set. Most ALS also leave room for regular (annual) revisions to make changes. [3] Most established service providers already have standard ALSs that reflect different levels and service prices. They are based on the following factors: Many SLAs follow the specifications of the COMPUTER infrastructure library when applied to IT services.

Since the late 1980s, SLAs have been used by fixed-line operators. Today, ALS is so widespread that large organizations have many different ALSs within the company itself. Two different units in an organization script an ALS, one unit being the customer and another the service provider. This helps maintain the same quality of service between different units of the organization and in several sites within the organization. This internal ALS script also compares the quality of service between an internal service and an external service provider. [4] A web service level agreement (WSLA) is a standard for monitoring compliance with web services through the service level agreement. It allows authors to indicate performance metrics assigned to a web application, desired performance goals, and actions to perform if performance is not achieved. The ALS should contain not only a description of the services to be provided and their expected levels of service, but also metrics to measure the services, obligations and responsibilities of each party, corrective measures or penalties in the event of a breach, and a protocol for adding and removing measures. The main point is to create a new level for the grid, cloud or SOA middleware, capable of creating a trading mechanism between service providers and consumers.

For example, the EU-funded Framework SLA@SOI 7 research project[12]explores aspects of multi-level, multi-supplier slas within service-based infrastructure and cloud computing, while another EU-funded project, VISION Cloud[13], has delivered results in terms of content-based ALS. 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. A mutually agreed contract in the form of an ALS can provide security for those seeking the services of a technical service provider. Uptime is also a common metric that is often used for data services such as shared hosting, virtual private servers and dedicated servers.