Alternative To Service Level Agreement

Salesforce.com doesn`t offer service level agreements (at least not obvious – see “Customers are looking for SLAs with teeth” for an interesting overview of Salesforce.com`s approach to non-warranty service warranty). Come Salesforce.com, a “Don`t worry, be happy” attitude doesn`t cut it off. ITIL 4 talks about facilitating value creation through a service value system: different components and activities collaborate to facilitate value creation through services compatible with information technology. The production obtained by the customer through the service provided is at the heart of the service level agreement. Response time obligations generally relate to the support services provided by the service provider and less often to the response times of the system. Common response time metrics include the time used to respond to support calls, the time used to start working on defects, and rare obligations to provide troubleshooting and problem fixes for defects. Here, too, careful analysis must be made of what is encouraged by service level measures. Most service providers are very resistant to any form of “fixed” response time requirement, as it can be very difficult and time-consuming to correct errors in practice, especially when third-party support resources are needed to fix them. However, in the absence of a firm commitment to corrections, the “second” options should be treated with caution.

However, the level of service perceived by the company does not reflect the declared “green” status (it could actually be “red”, like the inside of a watermelon); And this is regularly a source of exasperation for the rest of the organization. FP7 IRMOS also looked at aspects of translating application-level SLAs into resource-based attributes to bridge the gap between customer expectations and cloud provider resource management mechanisms. [14] [15] The European Commission presented a summary of the results of different research projects in the field of ASAs (from specifications to control, management and implementation). [16] This does not mean that LTS no longer matter. Customers need guaranteed uptime and resolution times, but what`s more important is users` experiences with the service.

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