An after-sales service contract is concluded between the supplier and an external customer. There is an internal ALS between the supplier and its internal customer – it can be an organization, a department or another site. Finally, there is a lender ALS between the provider and the lender. A service-based ALS is the simplest type of agreement, as it stipulates that all customers receive the same quality of service from the provider. Management elements should include definitions of standards and methods of measurement, reporting processes, content and frequency, a dispute resolution procedure, a compensation clause to protect the client from third-party disputes arising from breaches of service (which should already be included in the contract) and a mechanism to update the agreement if necessary. ASA (Average Speed of Answer) – The average time a caller is in the queue before receiving a response from a agent.SL (service level) – The percentage of callers who receive a response within a specified threshold. Z.B. An 80/20 service level means that 80% of all calls are answered in 20 seconds. Note: The SL can be based only on edited calls or on all calls offered.
Abandon Rate – Percentage of callers who give up before answering. The ALS should set the overall objectives for the services to be provided. For example, if the objective of an external provider is to improve performance, reduce costs or provide access to skills and/or technologies that cannot be made available internally, WADA should say so. This will help the client create the service levels to achieve these goals and should leave no doubt to the service provider about what is needed and why. The measures should reflect only the factors that make the service provider exercise appropriate control. Measurements should also be easy to collect. In addition, both parties should refuse to choose excessive amounts of measures or measures that produce large amounts of data. However, the intrusiveness of too few metrics can also be a problem, because without you, one could give the impression that the treaty has been violated. Service Level Management (SLM) is defined as “responsible for all service management processes, operational-level agreements and underlying contracts are tailored to agreed service level objectives. SLM monitors and reports on service levels and conducts regular customer evaluations. It defines how the service provider evaluates, monitors and tests the effectiveness of its services in real time and at pre-defined intervals.
SLAs should contain what each party needs to achieve its goals. In agreements that serve a customer, you remember that their needs could go beyond the “product.” You may need more than that to achieve your goals — such as weekly advice, reports and technical maintenance on your part. In the case of long-term contracts, the parties must verify the performance of the services. Provisions for reporting, meetings, information provision and dispute escalation procedures are sometimes included in the AES and not in the main part of the agreement. Unfortunately, such provisions are often overlooked, but for a service contract to be successful, it is essential that contract management procedures are agreed and effectively followed. Cloud computing is a fundamental advantage: shared resources, supported by the underlying nature of a common infrastructure environment.