According to Michalsons SLA Guide (www.michalsons.co.za/service-level-agreement-sla/4610), an SLA is “an agreement describing the (non-product) services that one company will make available to another. If goods are supplied, an SLA is not the right deal. This is a kind of contract and, in the IT context, an IT contract. A Service Level Agreement (or SLA) is a useful tool for managing the relationship between a service provider and their customer. These are often information technology-related services provided to a customer by the IT provider. In South Africa, there is a lot of confusion about service level agreements. Different people seem to have different conceptions of who they are and why they should exist. There are many types of service level agreements that baffle the problem. We thought we could explain our understanding of an SLA and give some tips on how to do it right. You can also participate in a service level agreement workshop. This is based on our modular approach to designing the IT contracts we adopt.
Some people call the CRT+ support and maintenance terms a “service agreement” or “SLA” (Service Level Agreement). Typically, the SMO defines a number of “service levels” to be met, with an acceptable minimum threshold and an unacceptable threshold. These service levels must be measurable and reportable. John Giles, Managing Attorney at Michalsons, said: “In South Africa there is a lot of confusion about service level agreements. People seem to have different ideas about who they are and why they should exist. There are many types of service level agreements, which confuses the problem. An SLA is a type of contract (even if it is called an agreement) and, therefore, contract law is the most applicable law. Contract law is based primarily on the common law (like case law). There are many recent cases that deal with issues such as Pria Chetty, founder and director of technology and policy advisory service, EndCode: “There are two major challenges in terms of applicability. The first is that the accountability framework is unclear. Service levels should be indicated in plain language, which can be translated into day-to-day responsibilities. Generic SLAs, especially in the field of IT services, do not provide the necessary assurances. A service level agreement describes the services (not goods) that one company makes available to another.
If goods are supplied, an SLA is not the right deal. It`s a kind of contract and in the IT context, it`s an IT contract. We will write more about the difference between an agreement and a contract. To create an SLA that works, you need to define: A combination of legal and technical skills is needed to create the necessary requirements….