There`s nothing static about a good SLA, especially for small businesses. It is a living document that changes as the relationship between a company and its service providers changes. A small business never works with contractors who can meet specific needs. This section provides a detailed description of how service availability is measured and reported. System availability – If you have a telecommunications or Internet connection, you probably have a UPTIME SLA in your subscription contract (example: 99.999% uptime, measured monthly). If your outsourcing contract includes IaaS, PaaS, SaaSthen, take a page from the telecom operators` playbook and have an SLA for availability (percentage of availability – measured over a month). Here`s a pro tip: You can take more care of availability during your standard business hours. Try using an SLA that focuses on availability during business hours, not 24/7 availability, 365 days a year. Cloud providers are more reluctant to change their default SLAs because their margins are based on providing basic services to many buyers. In some cases, however, customers can negotiate terms with their cloud providers. Metrics should be designed in such a way that bad behavior is not rewarded by both parties. For example, if a service level is not compliant because the customer does not provide timely information, the provider should not be penalized.

If the above details don`t sound familiar to you, keep in mind that you`ve probably encountered SLA several times before. For example, registration with an Internet company, utility, or phone company includes an SLA somewhere in the process that describes what the company will provide in the event of an outage. This section describes what is considered normal service availability. If you`re a business-to-business (B2B) business and don`t have service level agreements (SLAs) with your customers, you`re missing out on an important opportunity to improve customer retention and satisfaction. SLAs are contractually agreed terms between a company and its customers that ensure that the services provided meet certain thresholds (e.B availability, responsiveness, etc.). This may mean that servers have 99.9% availability for your product or that all customer service requests are answered within a 24-hour window. Given that many companies are already striving to achieve a high level of service, how important are service level agreements in the B2B industry? Here are the main reasons why so many companies rely on SLAs for their profitability. This section describes the complete process of introducing changes to the service, including the associated impact on availability. The following section provides a sample template for an SLA to display all the important components to be addressed in such a document. .