The SLA should include components in two areas: services and management. Customers can create common metrics for multiple service providers that consider cross-vendor impacts and the impact the provider may have on processes that are not considered part of their contract. If all the information seems correct – and the customer in question is satisfied with what the SLA indicates – the recipient of the services will approve the SLA. This can be in the form of a signature or a click on a button, if the SLA is created with modern software. In any case, it is often recommended to add a section at the end of the SLA to show that the SLA has indeed been approved. With the free Service Level Agreement template, information about using and modifying the template, and other handy templates related to SLAs, this article on SLAs ends. To motivate good behavior, SLA metrics must reflect the factors that are under the control of the externalizer. A typical mistake is to punish the service provider for delays caused by the customer`s lack of performance. For example, if the customer provides application code change specifications several weeks late, it is unfair and demotivating to keep the service provider on a predetermined delivery date. Making the SLA two-way by measuring the client`s performance in interdependent actions is a great way to focus on the expected results. Define carefully.
A vendor can optimize SLA definitions to ensure that they are met. For example, the Incident Response Time measure is designed to ensure that the vendor processes an incident within a minimum of minutes. .