Apr 122021

Service availability: The time available to use the service. This can be measured using the time window, z.B 99.5% availability between hours 8 a.m. and 6 p.m. and more or less availability at other times. E-commerce processes are generally extremely aggressive. 99.999 percent operating time is an unusual requirement for a website that generates millions of dollars per hour. The disaster recovery plan is at the heart of all solutions. As a general rule, the disaster refers to a complete failure of all services or one of its core functions. In the case of Userlike, any scenario in which a customer is not available to chat with its visitors is catastrophic.

The service level agreement is a fundamental element in establishing a profitable relationship for both parties between the service provider and the client. SLAs avoid conflict and conflict and bring accountability and transparency. ALS contributes significantly to the smooth running of the business, leading to customer satisfaction and growth. An ALS should contain all the common elements of a legal agreement. List of parties, start and end date, inclusions, exclusions, performance violations, geographies and departments, remedial penalties for non-compliance with conditions, rewards or over-performance bonuses, compensation for both parties, any other that is specific to the commitment, etc. Define carefully. A supplier can optimize ALS definitions to ensure they are met. For example, the Incident Response Time measure is designed to ensure that the provider corrects an incident within a minimum of minutes. However, some providers can complete ALS 100% by providing an automated response to an incident report. Customers should clearly define ALS so that they represent the intent of the level of service.

Legend categories with expressive terms such as “normal,” “urgent” and “absolute priority.” Also do this taking into account the technical level of the ticket, as proposed by Ankita Kaushik. Add to your ALS a list or table of categories and their level of intrusiveness that corresponds to the client`s operational requirements. In addition to defining the services to be provided, the contract should also document how services should be controlled, including how data is collected and reported, how often it is verified, and who is involved in the audit.

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