A description of activities that support SLA A Service Level Agreement services and assistance is a formal and structured agreement between two parties to provide one or more services at an agreed level. One of the parties is always the customer of the services. The other part is the provider that provides the services. A provider may be part of the same organization as the debitor (service provider) or in another (external) organization. ALS can be a physical or electronic document. Authorized persons from both parties should sign the document. It broadens the definition of a service from the one contained in the service catalogue and offers an agreed and guaranteed minimum level of service. The ACI document,Best Practice Guidelines – Airport Service Levels Agreement Framework contains a series of recommendations for the development of a contractual framework for service level agreements between airport owners, operators, regulators and/or third parties. This framework has been integrated and referenced in the new IATA Airport Development Reference Manual (ADRM – 10th edition), created in collaboration with the ACI. Helping to ensure good service and satisfied customers The content of an ALS grows from the service level requirements (SLR) created when a service was first designed. This content must be clear and written in an easy-to-understand style. Although they are part of a contract when the supplier is external, they should avoid the use of legal language and terminology.

There are several steps to creating an ALS: this agreement outlines the parameters of all IT services covered, as they are understood by key stakeholders. This agreement does not replace existing procedures and procedures unless expressly stated. All security requirements for services and ALS-SLAs can be useful if a formal agreement between two parties is required, detailing the expected levels of service and associated responsibilities. ITSM traditionally only includes IT services, including the SLAs service desks. However, service levels and related agreements should indeed be used for any type of service. These can be work-based services, such as advice. B; services of goods, such as the supply of consumables; and technical, non-computer services, such as . B support for fire detection systems. SLAs can also be used for process-related activities, for which compliance must be defined, controlled and measured. This may include attending formal meetings, responding objectives and meeting invoice deadlines. When ALS is included in a support contract with suppliers, it is customary to include penalties for services that do not meet agreed levels.

The penalty can be a fixed amount for each defect or amount variable on a slippery scale, depending on the amount of the target that was breached. It is very important to set sanctions at a level adapted to the impact of failure on the company. The setting of excessive SLA sanctions may lead suppliers not to sign the contract or to request an early termination of the contract. For the same reason, the parties should agree to cap sanctions if a slippery scale of sanctions is included. If the overall penalties reach this limit for a period of time, there will be no more penalties. This may, however, result in the supplier not being incentivized to remedy deficiencies when the ceiling is reached. This can be overcome by a „recidivism” mechanism in ALS, in which the financial penalty is increased if the ceiling is reached in two or more consecutive periods. Enough information to enable the reader to understand what the service (s) is The purpose of this agreement is to reach a reciprocal agreement for the provision of IT services between the provider (s) (s) and the customer (s).