«

»

Pro
21

Finally, it is important to indicate a reference for metrics in the service level agreement. This baseline should be appropriate, but may be strengthened during an ALS audit if further data on this metric has been collected. In an agreement on the service level contract, it is stated what both parties want to achieve with their agreement, as well as an overview of each party`s responsibilities, including expected results with performance criteria. A service level agreement usually has a duration specified in the agreement. All services included in the agreement are described and may also contain details on procedures for monitoring the performance of services as well as on reflection procedures. Cloud providers are more reluctant to modify their standard SLAs because their margins are based on providing goods services to many buyers. However, in some cases, customers are able to negotiate terms with their cloud providers. It is not uncommon for an internet service provider (or network service provider) to explicitly state its own ALS on its website. [7] [9] The U.S.

Telecommunications Act of 1996 does not specifically require companies to have ALS, but it does provide a framework for companies to do so in Sections 251 and 252. [10] Section 252 (c) (1) („Duty to Negotiate“) obliges z.B. established local exchange operators (CIDs) to negotiate in good faith matters such as the sale of dentes` and access to whistleblowing channels. Service level agreements are also defined at different levels: ALS generally includes many components, from service definition to contract termination. [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] Depending on the service, the metrics to monitor may include: Most service providers provide statistics, often via an online portal.