As applications are moved from dedicated hardware to the cloud, they must achieve the same or even more demanding service levels as traditional installations. SLAs for cloud services focus on data center characteristics and more recently include network features (see carrier cloud) to support end-to-end SLAs. [11] 1. Description: A service level agreement should contain a full description of the maintenance areas guaranteed by the supplier. 2. Responsive: respond to service requests and regularly scheduled services 3. Reliable: regular and timely services provided 4. Problem reporting: There must be a procedure for reporting problems and measures to solve these problems. 5. Monitoring: the complete details of who controls the performance, the processing of the information collected and the performance statistics for the customers. 6. Restrictions: Details about the limits of the service level agreement, including the circumstances in which the contract becomes invalid. If your service provider does not meet its obligations, it can have a significant impact on your company`s reputation and end result.

In your SLA, you should consider the consequences if performance standards are not met. These fines can help your organization in case of losses. It also protects your organization and holds your supplier accountable. Most service providers provide statistics, often via an online portal. Customers can verify that SLAs are being met and that they are entitled to service credits or other penalties in accordance with the SLA. Service providers usually have standardised service contracts that can be tailored to the performance chosen by the customer. However, in the event of a change, the document must be informed by a legal service, for example. B of the customer`s company. Many SLAs meet the specifications of the Information Technology Infrastructure Library when applied to IT services. A service level agreement (SLA) is an agreement or contract between an organization and its service provider that defines the obligations and expectations of the relationship. Working with a service provider has many advantages, but to get the most out of this relationship, an SLA should be put in place.

The SLA acts as the blueprint of the service provided by the provider and can protect your company`s assets and reputation. Below, we`ve listed 3 reasons why your organization should have an SLA with its vendor. .