Syllabus

Concept of Service Level Agreements;  12 ATAR

Features of Service Level Agreements including;  12 ATAR

• availability of service
• types of services 

 Background

A service is what someone provides for you. An example of this is providing you an internet service.

Service Level Agreement - Concept

• a Service Level Agreement is an agreement in writing between 2 organisations for one to provide the other with a quality service
• components in a SLA are time period, who it is between, signatures of each, date, what service to be offered, times available, penalties if service is not provided within a given timeframe. 
• look at the example below from iinet,   they are stating that you will get internet working 99.9% of the time

Features - Availability of Service

• In the above example, iinet are stating they will have the internet service available 99.9% of the time.

Features - Types of Services

• We look at a different example for types of services.
• Take the example of a help desk service, which is contracted out (or outsourced) to a help desk specialist (possible overseas or not). 
• They can offer these types of services.
  • business hours telephone support from 8.00am - 5.00pm
  • extended hours support from 5.00pm - 10.00pm
  • email support with a response within 24 hours
  • email support with a response within  2 hours
• The types of services are discussed and agreed to in a Service Level Agreement. Cost of each service is an important consideration, for example one company may want just the 8.00-5.00 telephone support. However another company may want business hours and extended hours support.

 For you to do

 1. Research to find out what internet service "uptime" you have for your home internet provider. Is it 99.9%?

2. If you started a local business fixing computers for people in your suburb, what service type could you offer? Remember you have school during the day so you can't fix their computer during the weekdays. Write a service level agreement for your customers.

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