What are SLA based services? SLA based services are services that are based on a service level agreement (SLA). This is a contract between a service provider and the end user that sets out the level of service that the service provider is expected to offer. They define what the customer is going to receive in exchange for their money, although not how the service will be delivered.
An SLA should include a number of different things. It might feature a description of the service, when the service will be available and how quickly it will be delivered when it's needed. The agreement could also include how performance will be measured and how problems can be reported, as well as escape clauses and constraints.
Types of SLA based services Types of SLA based services can include SLA cloud services, SLA managed services and SLA telecommunication services.
SLA cloud service agreements ensure that customers of cloud-based services get a minimum level of service. This is essential for cloud-based services because businesses need them to be reliable. They should help businesses to be more productive, scalable and global, but this will only happen if they work well.
SLA managed services give businesses an agreement for the level of managed IT services that they will receive. Managed IT services are ideal for businesses looking for a reliable service that can be there for them whenever they need it. Maintaining IT systems is essential, and having a clear outline for how the services will be provided is vital.
SLA telecommunication services make it possible to set out the rules for delivering telecommunication products to customers. The agreement sets out the requirements of the customer and how the services can be monitored once they're in place.
Top 7 metrics to consider while choosing SLA When choosing SLA services, there are some important metrics that everyone needs to consider.
Time to First Response - firstly, the time that it takes to respond to a request for a service. It's important to know how long it's going to take for the service to be delivered when it's requested. Time to Resolution - how long it will take for a problem to be solved or a service to be provided once it has been flagged up. People want to know how quickly solutions to problems can be offered so that they won't be left in the cold. Time Waiting for Support - how long will the customer need to wait for the support that they have requested? Is the support that they need able to reach them quickly so that the work can be carried out as soon as possible? Time Waiting for 3rd Party - if anything needs to be escalated to a third party, how long will the customer have to wait? Sometimes, a problem needs a third party to help with the support. When this happens, customers want reassurance that they won't be made to wait too long. Uptime Guarantee - what reassurance does the customer get about how much uptime they can expect? Reliability is essential, so it's important to know how much downtime could be expected. Environmental Conditions - what are the environmental conditions of the service provider's premises (for example, a data center's location)? This can be especially important for any services that involve holding the customer's own equipment. Security and Transparency - what security precautions are in place to protect the customer and the service provider? Security is vital to protect customer data, and being transparent about how security is achieved is one of the most important things for any service provider. How Field Engineer can help businesses through SLA based services Field Engineer can help businesses choose SLA based services using their global on-demand marketplace. Connect with the services that you need and secure essential services for a range of requirements. You can access what you need within 4 or 8 hours, in the next business day or in the next 48 or 72 hours, whenever you need help. Scheduled Maintenance Customers can fulfill SLAs by utilizing the available local workforce on FieldEngineer?.com. Customers only need to pay engineers for the time that they're on site.
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