The purpose of this SLA is to specify the Requirements of the SaaS service, as defined here, regarding: Why do companies use ASAs? – Simply put, SLAs offer a standard for asking each other to account for each other when it comes to customer porting efforts. They also create a goal that employees must achieve in order for them to stay productive. The most important thing is that they can prove that the promises negotiated between companies are kept. Depending on the agreement, failure to comply with an SLA (often referred to as an SLA violation) may result in a cash payment and/or discount to the customer. This compensation is for business inconveniences that may result from the poor support experience. • Strengthening trust between customer and supplier• Improved communication• Greater openness• Recognized dependencies• Formation of common teams• Partnership approach 1. Back to Back – where a department or organization offers a service to the customer. This type of SLA is ideal for simple processes2. An internal SLA is between the vendor and its internal customer, it can be an organization, department, or other site. Finally, there is a vendor SLA between the vendor and the vendor. Choose measures that motivate good behavior.
The first objective of each metric is to motivate the appropriate behavior on behalf of the customer and the service provider. Each part of the relationship will strive to optimize its actions to achieve the performance goals set by the metrics. Focus first on the behavior you want to motivate.