We should not rely entirely on ALS and think that they will get the services as promised in the agreement. A more practical approach is to keep an eye on things and evaluate the service regularly. Services such as service availability, quality of service and customer experience help evaluate services in the real world. There is nothing wrong with knowing how the supplier intends to respond to disasters and emergency recovery. Not all questions are the same. Some require immediate attention, while others may wait a little. AN ALS should clearly define the severity of the problems and the average response and repair time based on their severity. The system counting state is considered a severe degree 1 problem, while a module that does not work may be a heavy degree 3 problem. Of course, you want the supplier to react and correct level 1 severity issues, especially others, that should be defined in ALS to avoid inconvenience. Similarly, some users are more important than others, which means that VIP users need to be given priority while you fix problems or services. You want the provider to fix the CEO`s email before it switches to “normal” users. A service level contract is like a mini-insurance in the outsourcing landscape.
An ALS essentially defines the level of service and guarantees its availability (expressed in 3, 4 or 5 new). Less downtime usually lead to higher costs and vice versa, so it`s not surprising how much downtime you`re paying less.