07 oct Service Level Agreement Cost
For example, Internet service providers and telecommunications companies will typically include service level agreements in the terms of their contracts with customers to define the service level(s) sold in plain language. In this case, the SLA usually deconstructs a technical definition in the intermediate period between failures (MTBF), average repair time or mean recovery time (MTTR); identification of the party responsible for reporting errors or paying fees; responsibility for different data rates; throughput; Jitter; or similar measurable details. Ideally, SLAs should be tailored to the technology or business goals of the engagement. Misthewriting can have a negative impact on agreement pricing, service quality, and customer experience. 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.