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Software Maintenance Service Level Agreement

12th April 2021 • By

A compensation clause is an important provision in which the service provider agrees to exempt the client company from possible violations of its guarantees. The exemption means that the supplier must pay the customer all third-party procedural costs resulting from the breach of the guarantees. If you use a standard ALS provided by the service provider, it is likely that this provision does not exist. Ask your in-house advisor to design a simple provision to include it, although the service provider may wish for further negotiations on this issue. Service elements include the specifics of the services provided (and what is excluded if in doubt), the conditions of availability of services, standards as well as slots for each level. B service (e.g., prime time and non-prime time) may have different levels of service, responsibilities of each party, escalating procedures and compromise costs/services. Ideally, ALS should be aligned with the technological or commercial objectives of the commitment. The wrong direction can have a negative impact on the pricing of deals, the quality of the service delivery and the customer experience. The ALS is a documented agreement.

Let`s see an example of ALS that you can use as a template to create your own SLAs. Keep in mind that these documents are flexible and unique. If necessary, make changes, as long as you include the parties involved, especially the customer. And look at other topics on which you might want to add agreements, such as.B.: Service coverage by the [service provider], as described in this agreement, follow the schedule listed below: Although your ALS is a documented agreement, it does not have to be long or too complicated. It is a flexible and living document. My advice? Create one with this model and examples and advise your clients for any perceived shortcomings. As unforeseen cases are unavoidable, you can re-call and optimize ALS if necessary. The ALS should contain not only a description of the services to be provided and their expected levels of service, but also metrics to measure the services, obligations and responsibilities of each party, corrective measures or penalties in the event of a breach, and a protocol for adding and removing measures.