These systems and processes are often controlled by specialized third-party companies. If this is the case, it is necessary that the third party is also involved in the AAA negotiations. This gives them details of the service levels to be followed and explanations on how to track them. In order for the defined metrics to be useful, it is necessary to define an appropriate baseline, with the measures being adapted to an appropriate and achievable level of performance. It is likely that this baseline will be redefined throughout the parties` participation in the agreement, using the processes defined in the “Regular Review and Amendment” section of the AA. A service level agreement (SLA) is a contract between a service provider and its customers, which documents the services that the provider will provide and defines the service standards that the provider is required to meet. Exclusions – Specific services that are not offered should also be clearly defined in order to avoid confusion and eliminate the margins of acceptance of other parties. The main point is to create a new layer on the network, cloud or SOA middleware, capable of creating a negotiation mechanism between service providers and consumers. For example, the EU-funded Framework 7 research project SLA@SOI, which investigates aspects of multi-tier, multi-vendor SLAs within service-oriented infrastructure and cloud computing, while another EU-funded project, VISION Cloud, has delivered results for content-oriented ASAs. Service level agreements are also defined at different levels: management elements should include definitions of measurement standards and methods, notification processes, content and frequency, a dispute resolution procedure, a indemnification clause to protect the customer from disputes resulting from service level breaches (but this should already be included in the contract) and a mechanism for updating the agreement as required. An Earn-Back is a provision that can be included in the SLA and allows providers to recover service level credits if they work on or above the standard service level for a certain period of time.
Earn Backs is a response to the standardization and popularity of service level credits. Termination Procedure – The SLA should define the circumstances in which the agreement can be terminated or expires. The period of notice for both parties should also be set. IT organizations in enterprises, especially those dedicated to IT service management, enter SLAs with their internal customers – users in other departments within the company. An IT department establishes an SLA so that its services can be measured, justified, and possibly compared to those of outsourcing providers. The SLA should include elements in two areas: services and management. Among the main elements of a service level agreement are: beyond these three types, there are three other classifications: customer-based, service-based, and multi-tier SLAs. A service level agreement is an agreement between two or more parties, one of which is the customer and the other service providers. It can be a legally binding formal or informal “treaty” (e.g.B. internal service relationships). . .