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Service Performance – Metrics and performance levels to measure performance are defined. The customer and the service provider should agree on a list of all the metrics they use to measure the provider`s service levels. Make sure the metrics reflect factors that are under the control of the service provider. To motivate good behavior, SLA metrics must reflect factors that lie in the control of the extern externator. A typical mistake is to sanction the service provider for delays caused by the customer`s lack of performance. For example, when the customer provides application code change specifications several weeks late, it is unfair and demotivating to keep the service provider on a predetermined delivery date. Designing the SLA from two sides by measuring the customer`s performance in interdependent actions is a good way to focus on the expected results. There are three basic types of SLAs: customer, internal, and vendor service level agreements. Most service providers have standard SLAs – sometimes several that reflect different levels of service at different prices – which 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. As managed services and cloud services become more common, SLAs are evolving to tackle new approaches. Shared services and unsuitable resources characterize the most recent contractual methods, so service level obligations are often used to establish comprehensive agreements covering all of a service provider`s customers.

A multi-stage SLA divides the agreement into different levels specific to a number of customers who use the service…