Running Head: SOA CONTRACTS
Importance of non-technical SLA as part of the service contract
A Service Level Agreement is an important aspect which describes the service level
which a customer anticipates from a supplier, setting out the metrics from which the level of
service is measured. The SLA is crucial because it spells out the drawbacks or solutions which
can be required if they expect the level of service is not satisfactory. The SLA ensures that
service contracts are honored in full and satisfying. SLA has may intended users primarily in the
various aspects of information technology. Service providers can implement the use of SLA to
effectively ensure the anticipations of the customers. The SLA also describes the conditions
under which the service providers are not accountable for functioning issues and disconnections.
The customers can also gain from the SLAs because they represent the functionality features of
the service being provided. The SLA has several elements which make it very beneficial to the
organization. The SLA elements can be divided into two parts which are management and
services. The component of service delivery can involve then particulars of the service delivered.
These elements include the circumstance for the availability of service. The SLA elements which
are included in the service area can also include aspects like a period for every service level .
Another element is the duties of every party, the process of escalation and even the tradeoff for
service or costing. The management elements involve the quantifying methods and ideas, the
reporting procedures and the incidences. The elements of SLA also include the process of
escalation. Another important element of the SLA is the indemnification...