When sending a PSR, the customer must include the expected levels of service as part of the requirement. This has an impact on suppliers` offers and prices and may even influence the supplier`s decision to respond. If you need z.B. 99.999 percent availability for a system and the provider cannot meet this requirement with the indicated design, it can offer another, more robust solution. 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. Select the measures that motivate good behavior. The first objective of any metric is to motivate the corresponding behaviors on behalf of the client and service provider. Each side of the relationship tries to optimize its actions to achieve the performance goals defined by the metrics. First, focus on the behavior you want to motivate. Then test your metrics by placing yourself instead of the other side.
How would you optimize your performance? Does this optimization support the results initially desired? 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. These are defined during the preparation phase of the project and the client would have reached an agreement with the company on the level of service. SLaAs apply to both production support and maintenance projects. For example, if your business follows a ticketing process (a ticket is nothing but an environment that contains a complete description of the problem, the full description of the problem, the problem, customer contact data, screenshots of the error, etc., and for each ticket there will be a degree of severity. B for example critical problems or business problems can be treated as high or higher levels of severity. In this case, your company or team must provide the solution to the customer within the agreed time frame, otherwise you will miss sLAs.