Services Level Agreement
The basis for the provision of services are the service level agreements (SLA) concluded between the customer and provider. They contain not only the definitions of the actual provided services, their possibilities and methods of use by the customer, but also the metrics which serve for a quantitative evaluation of the provided services and any sanctions arising from their non-performance. The fact that the SLA precisely specify the mutual relations of the supplier and customer means that they also help create an atmosphere of mutual confidence and significantly improve communication between both contracting parties. The SLA can also make more specific the methods for the resolution of conflict situations, the principles for the functioning of servicing or help desk and other elements and conditions essential for the smooth and uninterrupted provision of services. From the other side the SLA also guarantee for the provider that his services will not be abused or they will not provide performance beyond the agreed framework.
The customer Service desk ensures a single place for the performance of services or a single point of contact for the receipt of all requirements and incidents. It is the central communication node, including procedural and technical interface both in the direction of the internal units of the service provider and in the direction of the user and external partners or suppliers. The Service Desk is a service for selected customers of other services and is not offered as a separate product.
