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working with Service Level Agreements (SLA) & Penalties

Definition

What is Service Level Agreement (SLA)

A Service Level Agreement (SLA) is a contract between a service provider and a customer that defines the level of service expected from the provider. It outlines the services provided, the expected performance levels, and the remedies or penalties if the service provider fails to meet the agreed-upon standards. SLAs are commonly used in maintenance operations and management to ensure that the customer receives the agreed-upon services in a timely and cost-effective manner. SLAs typically include details such as response times, resolution times, availability, uptime, and service credits. They also often include provisions for monitoring and reporting, as well as dispute resolution. SLAs are an important part of any maintenance operations and management strategy, as they help to ensure that the customer receives the services they need in a timely and cost-effective manner.

SLA Templates are used to outline the expected service levels between a provider and a client. It includes key details such as Terms and penalties for non-compliance. SLA templates help ensure clear communication, set realistic expectations, and provide a foundation for consistent service delivery and accountability.

Create, View or Edit an SLA

From Planned WORK
  1. From the PLANNED WORK form, select the top Tab ‘SLA‘
  2. From the SLAS list
    • Click on NEW to create a SLA
    • or, Click (slect) a row in the grid to open an existent SA
From On Demand WORK
  1. From the ON DEMAND WORK form, select the top Tab ‘SLA‘
  2. From the SLAS list
    • Click on NEW to create a SLA
    • or, Click (slect) a row in the grid to open an existent SA
From ASSET
  1. From the ASSET form, select the top Tab ‘SLA‘
  2. From the SLAS list
    • Click on NEW to create a SLA
    • or, Click (slect) a row in the grid to open an existent SA

SLA flow (drill-down to WORKs)

SLA flows automatically from ASSET, SERVICE CONTRACT when creating a new WORK

Interoperations of SLAs

see the Relations and Interoperability of SLAs with other ELEMENTS in BRUCE

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