The concept of Service Level Agreement (SLA) or German Quality of Service Agreement (DGV) refers to a contract between an IT service provider (provider) in which recurring IT services are detailed with regard to the scope of services, response time and speed of processing. Quality of service (level of service), which describes the agreed quality of service, is an important element in this regard. Under an ASP contract, the service provider owes the customer an annual average of 99% accessibility of its web service. For 365 days, this corresponds to an accessibility of 361.35 days per year. If, in total, the web service is accessible in fewer days, there is an exceedance of the minimum IT service due, which is treated as a defect and causes the consequences provided for by the SLA, for example. B a reduction in remuneration by a certain percentage up to a contractual penalty. In the event of a high availability agreement, the supplier must ensure that maintenance windows are taken into account when measuring availability. Depending on the views of the parties, it will be important to determine whether these maintenance intervals can be performed at regular intervals, whether they require prior authorization from the customer, or whether they can be performed in an unsuperpriated manner (with or without notice). It is possible, for example, to agree on the following priority classes, the basic rule applying to the classification of concrete disturbances being that the service provider must react all the more quickly as the lack of performance is critical for the client. Service levels define different qualitative forms of the performance to be provided, such as availability, response time to support requests, solution time, or a performance indicator. Many qualitative forms are possible. Ideally, contractual penalties for non-compliance with previously defined service levels should be indicated.
Finally, the billing model for the service is agreed. Tags: Cloud Computing, Cloud Hosting, Cloud Services, Performance Voucher, Cloud Hosting Management, Risk Management, Service Level Agreements, SLAs, Contractual Penalty, SLAs, Availability, Wittbecker Non-availability starts much, much earlier for the user of a service. Even if something becomes slow, too slow, users take it as not available. Your measurement can be so successful — the user is not satisfied. From this point of view, there would be a reasonable measure, the duration of the following period: 1. Contractual penalty or lump sum of damages – The contractual penalty Another variant of the sanction instruments is the “Credit”. This is a credit, most often defined in advance, on the remuneration to be paid by the client for the type of services due to an overrun of service. While “Day Credit” therefore emphasizes that a service that is ultimately poorly fulfilled because below an agreed level of service is not worth the full contractual remuneration, the package of damages and penalties do not prejudice this aspect and rather have in mind the harm caused by the poor performance of the customer . . .