Service Level Agreement Schweiz Beispiel

There are limits to the regulatory possibilities in an ALS. For example, these agreements must not carry excessively severe penalties if they are against the law. In principle, legal consequences such as the right to withdraw or terminate, reductions, penalties and damages or compensation must be clearly identified in a service level contract. We see that contractors and contractors have different interests. Nevertheless, in order to reach consensus and dispel misunderstandings from the outset, a service level agreement must be formulated in a clear and understandable manner on the merits. This starts as soon as the contract is made. For example, if a service provider regularly reports financial reports for a contractor, the term “report” would not be sufficient. Clear language should be recommended in the treaty, such as “last quarter revenue report.” The aim is to make the control possibilities for the client transparent by accurately describing the guaranteed performance characteristics, such as the level of performance, reaction time and speed of machining. An important element is the level of service, which describes the agreed quality of service and contains information on the range of services (for example. B time, scope), availability, supplier response time, etc.

The typical example is the operation of the servers, which must be carried out 24 hours a day, 7 days a week, with a maximum shutdown rate of 0.B. 0.1% per year and a response time of 30 minutes after the damage is reported by an external provider. [1] 1. Installation BES 10 Server Migration Path to BES 10 (1) 0 Download BES 10 Server (the server license is free and without deadline): de.blackberry.com/business/software/bes-10.html? Lid:bb:business:productsservices:bes-10-LPOS:bb:business In addition, an ALS should be formulated in such a way that it is understandable to both parties. Let`s take the example of a service level agreement that is intended to be a telephony solution. For example, the client wants “excellent accessibility” and “good language quality.” In order to achieve a consistent understanding of these requirements, it is necessary to describe them in more detail. Language quality can be defined and measured, for example, using technical parameters (bandwidth, deceleration, etc.). Precise indicators and target values can be determined by contract. A service level agreement should be detailed in the interests of both parties, while being flexible enough to accommodate changing framework conditions. These are caused, for example, by a change in technology. Page 1 of 9 tegos Support 1 Contact… 2 2 tegos Support Ticketing System…

2 3 Support Knowledge Database… 6 4 error classes… 6 5 Error management… 7 6 level of service… 8 7 Climbing… 3 – 3 – 4. Diagnosis Analysis of the disorder and its causes (for example.b by reproducing the disorder in different environments) 5. Searching and implementing a solution For the disorder, a solution is sought and, if necessary, implemented in the system environment Priority is established 3 different priority levels. Priority Description Action 1 (Critical One or more of the following cases are found: Incident) Production data/information is destroyed or lost.