آخر تحديث - 21 ديسمبر 2020
These rules apply in the form of service level agreements, short for ALS. A service level contract is a contract or agreement between a service provider, whether internal or external, and the end-user that describes the level of service expected by the service provider. The defined level of services should be specific and measurable in each area. This determines the quality of service (QoS) and, if required by law, is rewarded or sanctioned accordingly. ALS is the key to protecting your organization and ensuring you have a successful relationship with your supplier. Mutual understanding of performance standards is essential to create a positive experience for all concerned. Every service provider you choose should be more than happy to create ALS with you. However, ALS is not enough. Always keep in mind to review the contract if your business grows or changes.
Your requirements may change over time and your ALS should always reflect the evolving needs of your business. Your cloud provider needs the use of hardware and software (potentially) to operate its services. The provider should describe the hardware that cloud services rely on, including servers and other equipment. If you know the specifications of your cloud`s devices and software, you`ll be able to better understand the specifics of building your cloud environment. and what you need to educate your employees. Service availability: The time available to use the service. This can be measured using the time window, z.B 99.5% availability between hours 8 a.m. and 6 p.m.
and more or less availability at other times. E-commerce processes are generally extremely aggressive. 99.999 percent operating time is an unusual requirement for a website that generates millions of dollars per hour. Management elements should include definitions of standards and methods of measurement, reporting processes, content and frequency, a dispute resolution procedure, a compensation clause to protect the client from third-party disputes arising from breaches of service (which should already be included in the contract) and a mechanism to update the agreement if necessary.