If you want help designing or implementing an SLA – Service Level Agreement process, either as part of a tender response or for an existing customer, I can help. This process can be extremely useful in establishing a professional relationship between the supplier and the customer, which in turn leads to the longevity of the contract. An ALS – Service Level Agreement can not only help win business, but also keep it! When services are provided by an in-house provider, ALS replaces a contract. SLAs are generally used when internal fees are charged for providing the service in-house or when the service is so important to the end user that a formal written agreement is the most appropriate way to ensure that the requirement is met. When services are purchased by an outside provider, a formal contractual agreement is reached between the institution and the service provider. ALS is used to provide the daily work details needed to support the contract. It is the starting point for contract monitoring and management and is often the source of corrective measures that could prevent a more serious contractual situation. ALS is a management tool that has been put in place to monitor key service elements required by the client. It is regularly checked by the supplier and the customer, probably every month. Defined service levels are measured online on the basis of agreed criteria and evaluated with a score. This evaluation process indicates how the various elements of the treaty work and establishes an image of the treaty as a whole. For all the service elements covered by the actions, targets are set and improvement targets are set. These are subject to ongoing review.
The implementation of an ALS – Service Level Agreement as part of a contract can be seen as a very professional way of managing the service. The inclusion of an ALS process in response to a tender question, such as.B. “How can you offer the security of a persistent high level of performance?” can help win contracts. There may be cases where an institution can set up a separate business, sometimes referred to as a “trapped” company, to provide a desired service. The working relationship related to how the company is treated as an in-house or purchasing service depends on the management structure of the business. Please follow instructions regarding captive businesses. In this guide, the term “administration” has been used to identify the department within the institution that will set up and execute the day-to-day management of the service, whether acquired or made available internally.