SLA Based Services

SLA or Service Level Agreement. What it is?

SLA - Service Level Agreement - an external document (existing between the customer and the contractor) that describes the parameters of the service provided. “Compliance with SLA” is equivalent to the fact that the service works in such a way that the real parameters correspond to the metrics declared in the agreement. Although the term SLA itself appeared in IT, today such documents are used to describe a variety of services, both in IT and in other B2B segments, for example, in the maintenance of commercial real estate , in the repair of specialized equipment, etc.
SLAs are actively applied where the service provider and customer are autonomous in relation to each other. It can be relations between companies or even divisions of one business, if one of them is positioned as an internal outsourcer. In such cases, however, another three-letter abbreviation is provided: OLA - Operational Level Agreement - a similar SLA internal document of the company that defines the areas of responsibility of divisions during interaction in the process of forming a certain external service.

SLA not only contains a description of the services, but also sets the boundaries of responsibility within a particular service. Everyone has to deal with non-standard applications. For example, you agreed to maintain a typical IT infrastructure, but after the conclusion of the contract specific equipment appears in it, and along with it, applications for setting it up. Who should do it? The corresponding specialist is expensive, and you did not mortgage his salary when calculating the cost of the service. On the other hand, the client believes that this is part of the infrastructure, which means your responsibility. Or you serve an online cash register, and the client has problems with 1C, which he tries to hang on you. SLA allows you to permanently close this issue by limiting the scope of interaction with users with only previously announced objects or products.

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