In the development of ALS, it is important that SPs focus on translating business objectives into SLAs in order to measure, report and validate tangible service metrics. Long, complex and unrealistic agreements are often to blame if SPs do not manage by level of service. They also tend not to monitor negotiated SLAs settings. A clear understanding of the objective and the correct validation of the essential aspects (some of which are shown here) is essential before the creation of SLAs. Example: A web level agreement (WSLA) is a standard for monitoring compliance with web services through the service level agreement. It allows authors to indicate performance metrics assigned to a web application, desired performance goals, and actions to perform if performance is not achieved. Measures should be designed so that bad conduct is not rewarded by both parties. If z.B. a service level is violated because the customer does not provide information on time, the provider should not be penalized. To avoid user dissatisfaction, it is important that defined service levels are accessible and measurable. Most service providers have standard SLAs – sometimes several, which reflect different levels of service at different prices – which can be a good starting point for negotiations. However, these should be audited and modified by the client and the lawyer, as they are generally favourable to the supplier.

SLAs are an important part of any subcontracting and technology provider contract. Beyond expectations for type and quality of service, ALS offers remedies if requirements are not met. Service level agreements can contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk. The measures agreed in these cases are the same: as a general rule, these processes and methods are left to the outsourcing company to determine that these processes and methods can support the ALS agreement. However, it is recommended that the client and the outsourcing company work together during the SLA contract negotiations to clear up misunderstandings about the support process and method, as well as management and reporting methods.