Many SLAs follow the specifications of the Information Technology Infrastructure Library when applied to IT services. Metrics and key performance indicators (IPTs) are a central component of ALS. The inefficiency or absence of KPIs can lead to discrediting a service and developing a debt culture. KPI for the service must accurately reflect the expectations and perceptions of the customer and service provider. 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. 2. Hours of support. If services are essential to your business, make sure the hours of assistance are 24/7/365 so you can reach someone at night and on weekends in case of an urgent problem.
Most service providers provide their service level statistics via an online portal. In this way, customers can check whether the right level of service is being met. If they can`t find it, the portal also allows customers to see if they are entitled to compensation. An after-sales service contract is concluded between the supplier and an external customer. There is an internal ALS between the supplier and its internal customer – it can be an organization, a department or another site.