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Repair – compensation or payment should be defined if a supplier is not able to properly complete its ALS. The ALS is a documented agreement. Let`s see an example of ALS that you can use as a template to create your own SLAs. Keep in mind that these documents are flexible and unique. If necessary, make changes, as long as you include the parties involved, especially the customer. And think of other issues on which you might want to add agreements, such as: compensation is a contractual obligation made by one party – compensation — to repair the damages, losses and commitments of another party — compensation — or a third party. Within an ALS, a compensation clause requires the service provider to acknowledge that the customer is not responsible for the costs of breaches of contractual guarantees. The compensation clause also requires the service provider to pay the client the third-party court costs resulting from the infringement. Proactive (or preventative) work would be the installation inspection we mentioned in our first example, in which the service provider knows that they need to conduct a regular audit.

Reactive work is the type of emergency in which the supplier must insert an appointment into its schedule within a specified time frame. ITIL focuses on three types of options for structuring ALS: service-based, customer-based and multi-level SLAs. Many different factors need to be taken into account in determining which ALS structure is best suited to an organization. Other metrics include the timing of advance notification of network changes that may affect users and general service usage statistics. Service Description – ALS needs detailed descriptions of each service offered in all circumstances, including processing times. Service definitions should include how services are delivered, the provision of maintenance services, operating hours, dependencies, process structure and a list of all technologies and applications used. FP7 IRMOS also examined aspects of translation of ALS terms at the application level into resource-based attributes to bridge the gap between customer expectations and cloud provider resource management mechanisms. [14] [15] The European Commission has presented a summary of the results of various ALS research projects (from specifications to monitoring, management and implementation). [16] However, this can lead to a great deal of complexity, as many external service providers may participate in the completion of a workflow.