SLA is a contract on the extent of assistance for the service or – in the original – a service level agreement. This document is a written statement on the details of the agreement between the purchaser and the service provider regarding the amount of service assistance and follows the main cooperation agreement. The difference between the two contracts lies in the fact that the main contract deals with the rights and obligations of the contracting parties indicated, as well as the level of distribution, while the ALA refers to the specifics of the provision of the service. There are two groups of Sla. The first group includes customer-oriented support contracts, which are defined contracts for users with the same requirements. The difference between these users is that, although they are bound by the same need, not everyone will be satisfied with the same level of support to meet this need. The example with DR in the computer cloud is the example of ALS from this group. In a period of service dominance, it is important to know that the level of service delivery will fully meet the needs of the company. SLA is a contract that ensures the satisfaction of these needs from the customer`s point of view or from the supplier`s point of view, the contract on the level of assistance for the service is a kind of guarantee that the service is provided in accordance with the real needs of the customer and in accordance with the actual commitment of the supplier. The second group includes service contracts.
They refer to a service or parts of the service that, by nature, are so that they are intended for each user, i.e.: It is estimated that, regardless of other factors, the interaction of the service provider is about the same for each user. An example of this service is the monthly rental of PC X with a licensed operating system in a computer cloud. On the other hand, a service provider can create a service price depending on whether it includes its resources for its availability. For example, if they are two customers who want a DR in the cloud, they both receive a DR in the it cloud. A client who, because of the nature of his business, requires that the DR of all business data be concluded in the short term (a shorter recovery time objectiv – RTO) since the disaster has been declared, will use more resources from the service provider. Suppliers often create service packs based on the level of delivery. The appearance and content of ALS depends on the type of service. With regard to IT services, it can be said that the contract defines the time between two successive delays, the time it takes to repair the system, the time it takes to put it back into production, etc.
First of all, it is a kind of support for the maintenance and use of infrastructure. For IT services, the extent of service delivery depends on the user`s needs. If the customer`s activity is not delayed or has no low tolerance for the customer, the conditions set by sla become stricter for the service provider and the service will be more expensive for the buyer. Service purchasers calculate the profitability of the service they order on the basis of the damage suffered by the company if the service is not at the level at which it is defined by ALS.