Type of service: A full service level agreement must contain a detailed description of all services provided by the provider to the company. These should be categorized — subcategory. If certain services are specific to a department, then it should be mentioned. Operating hours and turnaround times are important elements for each IT service activity, and these must be explicitly mentioned, so there is no room for ambiguity. Suppliers and partners should also mention application and licensing ownership to avoid conflict. A service level contract is an agreement between two or more parties, one being the customer and other service providers. It may be a formal or informal legally binding «treaty» (for example. B internal relations within the department). The agreement may include separate organizations or different teams within an organization.
Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) — the level of service having been set by the (main) customer, there can be no «agreement» between third parties; these agreements are simply «contracts.» However, operational agreements or olea agreements can be used by internal groups to support ALS. If an aspect of a service has not been agreed with the customer, it is not an «ALS.» Include a brief presentation of the agreement on the parties, the level of service and the duration of the contract. For example, a Service Level Agreement (SLA) defines the level of service the customer expects from a provider and defines the metrics by which that service is measured and the corrective measures or penalties, if they exist, if the agreed service levels are not met. As a general rule, SLAs are located between companies and external suppliers, but they can also be between two divisions within the same company. However, this is the case where an agreement on the level of service may take the form of a legal or informal contract or be part of a contract. Thus, a service level contract may be included in a contract, but a contract is not necessarily a service level contract. Many companies prefer SLAs that are not part of the contract itself, as this allows for a simpler review. The measures are designed to motivate good behaviour. When defining the measures, both parties should bear in mind that the objective of the measures is to motivate the corresponding behaviours on behalf of the service provider and the client.