Question

Identify some of the issues of the Service Level Agreement (SLA) document from an actual organization that you may find in your company, on the Internet, news or any published documents.

1) Are they critical? controversial? costly? Discuss your views on the issues
2) What does the document look like? Provide an image or simple structure for the SLA.

Answer 1

Answer)

Some of the issues of SLA is the unexpected consequences like a failure of the system, or tool not functioning, also the complexity of the code would need more time, etc would affect the SLA documents.

1) The Service Level Agreement is critical for any of the B2B industry as they can help make better business and also create a formalized communication process which would help both the business as well as the customers.

SLA's are costly when the breach happens as it would lead the organization to pay for the breach (not being able to deliver the needed product at the right time)

2) The SLA looks like a contract as it is between the service provider which can either be internal or external and with the end user who would define the level of the services that would expect from the service providers. It is actually an output based which has a purpose that defined the need for the customer.

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