Exclusions – Specific services that are not offered should also be clearly defined in order to avoid confusion and eliminate the margins of acceptance of other parties. Service providers need SLAs to manage customer expectations and define severity levels and circumstances in which they are not responsible for failures or performance issues. Customers can also benefit from SLAs, as the contract describes the performance of the service – which can be compared to SLAs from other providers – and defines ways to resolve service issues. The measures are intended to motivate good behaviour. In defining metrics, both parties should keep in mind that the purpose of metrics is to motivate appropriate behavior on behalf of the service provider and customer. Security – All security measures taken by the service provider are defined. Typically, it revolves around the development and consensus on anti-poker, IT security, and privacy agreements. It is likely that this baseline will be redefined throughout the parties` participation in the agreement, using the processes defined in the “Regular Review and Amendment” section of the AA. Other measures include the timing of notification of network changes that may affect users and general statistics on service usage. In a service-based SLA, all customers who collaborate with the service provider benefit from similar terms. For example, a cable TV provider indicates the services it offers to all its customers, as well as the additional services or channels available as part of the package. In the late 1980s, IT outsourcing emerged, and SLAs evolved as a mechanism for managing these relationships.
Service level agreements set expectations for a service provider`s performance and set penalties for not achieving targets and, in some cases, bonuses for exceeding them. Since outsourcing projects were often tailored to a particular client, outsourcing SLAs were often designed to regulate a particular project. . . .