Service Provider Agreement Definition

Gepostet von am Okt 7, 2021 in Allgemein | Keine Kommentare

An IT service provider agreement is a written contract between an IT provider and a customer that describes the level of service that the provider will offer to the customer.3 min read Most service providers have standard SLAs – sometimes several that reflect different service levels at different prices – that can be a good starting point for negotiations. However, these should be reviewed and amended by the client and the lawyer, as they are generally inclined to the benefit of the supplier. A Service Level Commitment (SLC) is a broader and more general form of an SLA. They are different because an SLA is bidirectional and consists of two teams. In contrast, an SLC is a one-sided obligation that defines what a team can guarantee to its customers at all times. Service level agreements are also defined at different levels: cloud providers are more reluctant to change their standard SLAs because their margins are based on providing convenience services to many buyers. However, in some cases, customers can negotiate terms with their cloud providers. When sending a call for tenders, the customer must include the service levels expected as part of the request; This impacts the provider`s offering and pricing and can even influence the provider`s decision to respond. For example, if you request 99.999 percent availability for a system and the vendor cannot meet that requirement with your specified design, they may offer another, more robust solution. A Web Service Level Agreement (WSLA) is a standard for monitoring compliance with Service Level Agreements for Web services. Authors can specify the performance assigned to a web service application, the desired performance goals, and the actions to take if performance is not achieved.

If the service provider is acquired by another entity or merges with another entity, the customer can expect its SLA to remain in effect, but this may not be the case. The agreement may need to be renegotiated. Don`t make assumptions; Note, however, that the new owner does not wish to alienate existing customers, which allows him to choose to respect the existing SLAs. The main point is to create a new layer on the network, cloud or SOA middleware, capable of creating a negotiation mechanism between service providers and consumers. For example, the EU-funded Framework 7 research project SLA@SOI[12], which investigates aspects of multi-tier, multi-vendor SLAs within service-oriented infrastructure and cloud computing, while another EU-funded project, VISION Cloud,[13] has delivered results for content-oriented ASAs. SAs are thought to originate from network service providers, but are now widespread in a number of areas related to information technology. Some examples of industries that create SLAs are IT service providers and management service providers, as well as cloud and Internet service providers. Measures should be designed in such a way that both parties do not reward bad behaviour.

For example, if a service level is violated because the customer does not provide information on time, the provider should not be punished. . . .