The achievement of each service level objective documented in the agreement must be monitored and reported. How this is achieved depends on the exact nature of the level of service. The method and frequency of monitoring must be defined and documented in ALS. Similarly, the method, format and frequency of reports on the achievement of the level of service must be documented in ALS. For complex objectives and where there are penalties for failures, it is a good practice to test all calculations before going live. Reports must be made automatically from the data recorded during the monitoring, as this provides an accurate overview of the actual achievement of ALS. Reports should be written frequently enough to indicate trends in WADA`s achievement before errors occur and to build confidence in the process. In the early stages of a service, weekly reporting can be used to verify that all processes, systems, etc. are working as intended. Customer reports can be reduced at a monthly interval and even quarterly, due to trust in services and suppliers; However, a good provider would report more often internally to highlight problems before ALA targets were violated. If the service provider is taken over by another entity or merges with another entity, the client can expect his ALS to remain in effect, but that may not be the case.
The agreement may need to be renegotiated. Don`t make assumptions; Note, however, that the new owner does not want to alienate existing customers, so they can choose to honor existing SLAs. A basic contract (UC) describes a contract between a customer and a supplier that includes SLAs for the services provided. The UC will also contain contractual clauses that are not directly related to service levels, such as the use of subcontractors. B, the technical standards required by the supplier and who holds the intellectual property rights for the services. For each contract requirement, there is a good practice in indicating what happens if the requirement is not met. The inclusion of compliance objectives in ASS is a useful mechanism because compliance can be measured and reported. This may include objectives for sending change requirements within a specified time frame, attending service evaluation meetings, and complying with knowledge provision guidelines.