As we wrote SLA
Hello. I worked with my colleagues in a small outsourcing company. There are a lot of such small companies that provide infrastructure maintenance services, and almost every System Administrator or IT Manager has thought about whether I should start a similar business? One, or with a partner? There are a lot of questions at this stage and from my position I can share my experience in creating such a “office”.
I would like to start from the end, or almost from the end - from writing the SLA . In fact, SLA is simply necessary, even if you start working alone and take clients for freelancing. SLA will be able to help you in a motivated way to deny a pretty secretary a request to repair another kettle. Of course, I exaggerate, but the truth is not so far from the example of a kettle. If you want to provide conveyor services, i.e. those that are identical from client to client, then the SLA is in your hands. It can be called as you like: add. agreement, service level agreement, or just an annex to the contract.
Actually, we were faced with the task of writing an SLA, when we realized that clients are unhappy that we are not at the click of a finger and do not solve problems by the wave of a magic wand. Having firmly decided to legitimize customer relations, a legally “correct” contract was drawn up and some kind of SLA. Of course, many IT managers will start throwing tomatoes at me, but still, what we have created has the right to be called SLA, because bears the same meaning.
So go:
We discussed the working time, which is considered generally accepted:
Now we describe the metrics that will be used as fundamental criteria in assessing the quality of the services provided:
Now the very levels of service that we make an agreement about:
Next, they described a list of activities that the Contractor undertakes to perform (not perform) under the contract and which fall (do not fall) under the metrics:
')
Well, the final touch is the price point, but then count on the personal greed of your colleagues.
Such an agreement was quite enough for us to protect ourselves from misunderstanding on the part of the customer and his employees. The data presented here is an abstract set of metrics services and is not the only correct one, it simply displays the directions for the development of SLA as such in small outsourcing companies.
I would like to start from the end, or almost from the end - from writing the SLA . In fact, SLA is simply necessary, even if you start working alone and take clients for freelancing. SLA will be able to help you in a motivated way to deny a pretty secretary a request to repair another kettle. Of course, I exaggerate, but the truth is not so far from the example of a kettle. If you want to provide conveyor services, i.e. those that are identical from client to client, then the SLA is in your hands. It can be called as you like: add. agreement, service level agreement, or just an annex to the contract.
Actually, we were faced with the task of writing an SLA, when we realized that clients are unhappy that we are not at the click of a finger and do not solve problems by the wave of a magic wand. Having firmly decided to legitimize customer relations, a legally “correct” contract was drawn up and some kind of SLA. Of course, many IT managers will start throwing tomatoes at me, but still, what we have created has the right to be called SLA, because bears the same meaning.
So go:
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Next, they described a list of activities that the Contractor undertakes to perform (not perform) under the contract and which fall (do not fall) under the metrics:
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• , , .Well, the final touch is the price point, but then count on the personal greed of your colleagues.
Such an agreement was quite enough for us to protect ourselves from misunderstanding on the part of the customer and his employees. The data presented here is an abstract set of metrics services and is not the only correct one, it simply displays the directions for the development of SLA as such in small outsourcing companies.
Source: https://habr.com/ru/post/128927/
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