How to Decide Which SLA is Right
What is an SLA? The controlling factor in the relationship between the customer and an enterprise support provider is the SLA ( Service Level Agreement ). With measurable goals, SLAs clearly outline what is expected of both parties. An IT department's contract with a support provider serves as an illustration. The SLA specifies the time and manner in which SLA will provide the support service. An OLA (Operating Level Agreement) is another term for an SLA, but it refers to agreements made within a company rather than between a supplier and a client. Let's now examine the three main SLA categories. SLAs based on services One twin service pack is a service-based SLA for all clients. This kind of contract is basically "one size fits all"; it does not offer further alternatives or the flexibility to adapt to different IT environments. The benefit of this kind of SLA is that it simplifies the process for many maintenance providers who use it. A client will fall into one of...