If the agreement is approved by all parties, it must be responsible to ensure that the parties concerned are satisfied and there is no breach of the obligation of the parties to discharge their obligations and responsibilities. Simply put, this means that periodic (quarterly) audits should be conducted. In the ALS text, there is usually a section describing the minutes of these audits, which executes them when and how to contact other parties when a problem is found. One of the main metrics for network services is when a customer needs to be contacted when a connection outage has been detected. The next metric is the period before the outage needs to be corrected. You will then be able to effectively assess whether current performance is in line with the requirements set out in the agreement and determine whether changes need to be made. Services – Power measurements and power levels are defined. The customer and service provider should agree on a list of all the metrics they use to measure the service levels of the provider. The difficulty in measuring the performance of HR services is that you often have to translate qualitative data into quantitative data. Of course, it can never be 100% accurate, but it is simply the nature of how we are complex people.
The third and final type of service level agreement is multi-level ALS. In multi-level ALS, aspects of ALS are defined by the client`s organization with a kind of heredition with global definitions relevant to all lower levels. This ALS focuses on the client`s organization. All services and their relationships with subordinate services are used in defining the agree structure for multi-level service levels. A concrete example of how conditional logic works is that if you are the service provider, there are additional tasks that deal with collecting customer feedback and identifying the knowledge that can be used to improve service delivery. If you are the customer, this would obviously not be relevant. In addition to defining the services to be provided, the contract should also document how services should be controlled, including how data is collected and reported, how often it is verified, and who is involved in the audit. An ALS would focus solely on measuring the performance and quality of service agreed upon by both parties and could be used as a measurement instrument under the contract.