This example of a helpdesk ALS sets expectations for availability and response time. It also contains information on how the customer and service provider cooperate. Verification of the provider`s service levels is required for the implementation of a service level agreement. If the ALS is not properly completed, the client can claim the contractually agreed compensation. ALS is generally one of two basic agreements that service providers have with their clients. Many service providers enter into a master service contract to define the terms and conditions of sale in which they work with customers. ALS is often included in the service contract of the reference service provider. Between the two service contracts, ALS adds greater specificity to the services provided and the metrics used to measure their performance. In addition to service availability and performance, ALS is also concerned about how problems can be resolved in the end. You may not even want to think about ALS after you sign it and hope that the service will remain available. No one likes to fight for loot, but ALS at least offers you coverage in case something goes wrong.
Not all questions are the same. Some require immediate attention, while others may wait a little. AN ALS should clearly define the severity of the problems and the average response and repair time based on their severity. The system counting state is considered a severe degree 1 problem, while a module that does not work may be a heavy degree 3 problem. Of course, you want the supplier to react and correct level 1 severity issues, especially others, that should be defined in ALS to avoid inconvenience. Similarly, some users are more important than others, which means that VIP users need to be given priority while you fix problems or services. You want the provider to fix the CEO`s email before it switches to „normal“ users. A Software Service Level Agreement (SLA) is a contract between your company and your IT provider. THE ALS describes the acceptable levels of service and compensation you will receive if the provider does not provide these services.
These systems and processes are often controlled by specialized third-party companies. If this is the case, it is necessary that the third party is also involved in the AES negotiations. This will allow them to obtain details of the levels of service that should be monitored and explanations on how to prosecute them.