What is an SLA?

Tuesday July 6, 2021

All technology needs servicing and maintenance from cars to air conditioners and software is no exception. Of course when someone services your car you need to know what they they plan to do to keep the car on the road in the longer term.

A Service Level Agreement or SLA is an agreement between an organisation and a service provider. This agreement allows the organisation to ensure that an important system or process is maintained by a provider with the right technical expertise. The SLA  covers several aspects of service such as quality, availability, and defines responsibilities. An SLA is a critical component of every technology vendor contract. This will ensure and set expectations on the services that we deliver and what the client would receive.

Why do we need an SLA?

An SLA functions as a guideline of the service the provider will set. This will set expectations for both OSKY and the client and will make sure that both are on the same page by setting measurable guidelines. 

Having an SLA in place will also provide a remedy for unmet expectations and ensure that the client gets what they paid for in terms of service. 

What do we include in our SLA?

Agreement Overview – Covers the general elements of an SLA, including the parties involved, effectivity and dates covered by the SLA, and the other details about the coverage of an SLA.

Goals and Objectives- In this part of the SLA, the goals of the agreement including but not limited to the ability to create and implement the mutual agreement, will be outlined.

Stakeholders -This component will specify and define the stakeholders or the people involved in this agreement.

Periodic/regular review- This clause should include the dates when the SLA is effective and the review timelines.

Service Agreement – Includes details of services supplied by the provider, conditions of service availability, standards such as time window for each level of service, responsibilities of each party, escalation procedures, cost/service trade-offs, among other specifics that would be agreed upon by the stakeholders.

Service Management – consist of definitions of measurement standards and methods, contents, and frequency of the reporting processes. This also should include a dispute resolution process, an indemnification clause protecting the customer from third-party litigation resulting from service level breaches, and a mechanism for updating the agreement as required.

Our simplest set and forget form of the service package is sold as OSKY CARE. Clients can choose from our variety of plans depending on the complexity of the website.

OSKY will maintain and monitor your website to make sure it is in tip-top shape at all times. OSKY offers the following features to help take the stress out of maintaining an online presence:

  • Security and Confidence – We provide peace of mind by taking care of your website security. 
  • Reliable Back-ups – We keep your website healthy, safe, and backed-up regularly.
  • Technical Support – Telephone and email support for any question or inquiry with our professional team.
  • SEO Health – Keep your site visible on Google and easy to understand Analytics reports delivered to you.
  • Uptime Monitoring – Monitor the uptime of the site daily and report accordingly.
  • Updated Software – Keep your site updated, with plugins, themes, and framework up to the latest.

You can find out more here – https://osky.com.au/osky-care/

What other kinds of SLA OSKY Offers?

Custom SLA 

OSKY offers custom Service Level Agreements that are tailored to meet the needs of clients with more complex requirements. . A custom Service Level Agreement arms you with a dedicated development team and account manager which means thatOSKY works as an extension of your team.

Block Hours 

If your organisation requires maximum flexibility, OSKY offers Block Hours. 

These support hours may be purchased from a minimum block of 30 hours to over 300 hours at discounted rates.

Speak to one of our friendly consultants to discuss the best support model for your organisation.

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