When sending a PSR, the customer must include the expected levels of service as part of the requirement. This has an impact on suppliers` offers and prices and may even influence the supplier`s decision to respond. If you need z.B. 99.999 percent availability for a system and the provider cannot meet this requirement with the indicated design, it can offer another, more robust solution. Define carefully. A supplier can optimize ALS definitions to ensure they are met. For example, the Incident Response Time measure is designed to ensure that the provider corrects an incident within a minimum of minutes. However, some providers can complete ALS 100% by providing an automated response to an incident report. Customers should clearly define ALS so that they represent the intent of the level of service. That is why, if a multinational company did not comply with its obligations, one of our listed customers stressed in a major supply contract that he wanted to include a clear escalation route in the agreement so that the customer could quickly get the ear of the supplier`s management. This would produce strong results in the real world. ALS is generally one of two basic agreements that service providers have with their clients. Many service providers enter into a master service contract to define the terms and conditions of sale in which they work with customers.
ALS is often included in the service contract of the reference service provider. Between the two service contracts, ALS adds greater specificity to the services provided and the metrics used to measure their performance. The only useful thing that most SLAs do to customers – before looking at the big picture, as we see below – is to establish benchmarks that the provider must respect (and if they don`t, there is formal recognition for that). Perhaps the service delivery manager, for example in management reports, is bad for his seniors and confirms the violations of the AES. Examples of failures in 2001 If outsourcing relationships fail, they can benefit from significant publicity and have a significant impact on customer costs. Examples of high-level reported failures in 2001 are as follows.