The result that the customer receives through the service provided is at the center of the service level agreement. What is usually an SLA document? Aspects of the Service, including responsibilities, quality and availability, shall be agreed between the Service Provider and the Service User. Therefore, you need to make sure that you can deliver the promised product at the promised time. If the Service Provider is acquired by another company or merges with another company, the Customer may expect its SLA to remain in effect, but this may not be the case. The agreement may need to be renegotiated. Don`t make assumptions; Keep in mind, however, that the new owner does not want to alienate existing customers, so they can choose to abide by existing SLAs. On the other hand, if we also have a stand where we offer juices throughout the day, but at fixed prices and where B and C customers can get their needs, this is a service-based SLA. Availability is also a commonly used measure for data services such as shared hosting, virtual private servers, and dedicated servers. Common agreements include percentage of network availability, availability, number of scheduled maintenance windows, and more. Service level agreements include metrics used to measure service provider performance.
It can be difficult to correctly select measures that are fair to both parties. It is important that the metrics are under the control of the service provider. If the service provider can`t control whether the metric works within the scope of the specification, it`s unfair to hold them accountable for the metric. The first type of service level agreement structure is the service-based SLA. A service-based SLA covers a service for all customers. Assume that the IT service provider provides a customer query service for many customers. In a service-based service level agreement, the service level of the client query service is the same for all clients using that service. For example, if the finance department and the human resources department are two customers who will use this service, the same SLA applies between the IT service provider and these two services, because it is a service-based SLA. It is not uncommon for an Internet backbone service provider (or network service provider) to explicitly operate its own SLA on its website.
   The U.S. Telecommunications Act of 1996 does not explicitly require companies to have SLAs, but it does provide a framework for companies to do so in Sections 251 and 252.  Section 252(c)(1), for example (“Duty to Negotiate”), requires incumbent local exchange carriers (SEAs) to negotiate in good faith on matters such as resale and access to transportation rights. Service level agreements can include many service performance metrics with corresponding service level objectives. A common case in IT service management is a call center or service center. The measures that are generally agreed in these cases include: This last point is critical; Service requirements and vendor functionality are evolving, so there needs to be a way to ensure that the SLA is kept up to date. Meeting service level agreements is part of service level management. Whenever a service change or the service level objective of a service change is present, the service level agreement must be reviewed and revised. The new service level agreement must reflect changes to service or service level objectives.
Therefore, the management of service level agreements is an important part of ITIL`s continuous service improvement. For example, if the finance department and the human resources department are two customers who will use this service, the same SLA applies between the IT service provider and these two services, because it is a service-based SLA. Finally, it is important to provide a baseline for service level agreement metrics. .