Make sure the metrics reflect factors that are under the control of the service provider. To motivate good behavior, SLA metrics must reflect factors that lie in the control of the extern externator. A typical mistake is to sanction the service provider for delays caused by the customer`s lack of performance. For example, when the customer provides application code change specifications several weeks late, it is unfair and demotivating to keep the service provider on a predetermined delivery date. Designing the SLA from two sides by measuring the customer`s performance in interdependent actions is a good way to focus on the expected results. However, if our service availability falls below the following thresholds during a one-month billing cycle (excluding uptime), you may claim a credit within thirty (30) days of the month in which the operating period fell below the threshold. Please contact your Customer Success Manager to apply for credit. Upon valid request of the customer, we provide, at the request of the customer, the credit indicated on the invoice of the following month. In the case of contracts of annual duration, we grant the credit refund corresponding to the customer`s discretion as a credit on the credit paid in advance or as a credit refund. The types of SLA metrics needed depend on the services provided. Many elements can be monitored as part of an SLA, but the scheme should be as simple as possible in order to avoid confusion and excessive costs on both sides. When selecting metrics, look at how you`re working and decide what`s most important.

The more complex the monitoring scheme (and associated mitigation system), the less likely it is to be effective, as no one has time to properly analyze the data. When in doubt, opt for a simple collection of metric data. Automated systems are the best, as expensive manual recording of metrics is unlikely to be reliable. However, SLAs are more than metrics. Adapting SLA protocols and processes is important to maintain the relationship between suppliers in their further development. In addition to defining the ground rules applicable to both parties, effective SAAs typically include management elements. This may be, for example, a dispute resolution procedure or a indemnification clause that protects customers from third-party disputes. In the absence of mechanisms to update these agreements, exclusions should be clearly defined in the SLA; Added to this are cloud contracts, which increasingly cover a number of services such as data processing and storage, vendor relationship, and security. . . .