Service Level Agreement Definition Deutsch

Historically, service level agreements have come from the IT services sector. Today, however, these contracts are also used in other sectors to define and ensure the quality of services. Only a few examples of companies using ALS are services such as building cleaning, maintenance, financial management or accounting services. A service level contract (German: quality of service contract) is an agreement (agreement) between the customer and the supplier that sets essential requirements for the implementation of a service. Often the abbreviation SLA is used. An SLA contract is used for quality assurance: in addition to the range of services, alS agreements contain specific quality of service requirements. These quality levels are used to set expectations and make companies accountable for meeting commitments. A guide to the use of SLAs and the importance of service level management to improve the quality of customer service. There is a customer service level agreement between the supplier and an external customer.

There is an internal ALS between the supplier and its internal customer – it could be another organization, department or other site. Finally, there is a supplier ALS between the supplier and the supplier. A service level agreement (SLA; German-Service-Gote-Vereinbarung) refers to a framework contract or interface between the client and the service provider for recurrent services. If you don`t offer 24/7 customer support, you should set ALSs that take into account your call center`s hours of service. When you fix your SLAs on opening hours instead of calendar hours, the watch only works when your customer service is active. When requesting a Friday afternoon, a customer immediately learns that they cannot expect a response until Monday. Obligation to report errors, obligation to correct errors, level of service, etc.

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