SLA, Service Level Agreement

Smlouva o úrovni poskytovaných služeb, ve světě IT známá jako SLA, zajišťuje jasná pravidla pro provoz a kvalitu služeb. Vyjasněte očekávání mezi vámi a vašimi partnery nebo zákazníky, aby nedocházelo k nedorozuměním ohledně funkčnosti a dostupnosti.

Cena: od 15 000 Kč + DPH

Potřebuji SLA

Hlavní přednosti námi připravené SLA

Garantovaná úroveň služeb

Díky SLA budete mít jistotu ohledně kvality služeb – od časové dostupnosti až po výkonnostní parametry. Přesně definovaná úroveň poskytovaných služeb zajistí, že víte, co očekávat a jak řešit případné problémy.
Měřitelné parametry a zodpovědnost

SLA smlouva stanoví měřitelné parametry služeb, například minimální roční dostupnost nebo reakční časy, a vyjasní odpovědnost obou stran v případě nedodržení dohodnutých podmínek.
Bezpečnost a transparentnost

Smlouva o úrovni poskytovaných služeb zahrnuje bezpečnostní parametry a jasné podmínky komunikace, aby byly požadavky a incidenty řešeny co nejrychleji a hlavně efektivně.

“Oceňujeme jejich hluboké znalosti napříč různými odvětvími, praktická doporučení a profesionální způsob komunikace, který je vždy precizní a konstruktivní.“

Petr Hubeňák, Business Support @ Applifting s.r.o.

Další firmy, které jsou s námi spokojené

SLA

"Life is a matter of expectations"

The entrepreneur's online e-shop is not working. And even if the entrepreneur and the website operator are looking at the error message from the same screen, the expectations of both of them are fundamentally different. While the entrepreneur demands an immediate solution and resolution of the outage, the website operator says it is a permissible downtime that can last up to three days. Which party is in the right? Does the website downtime violate the rights of the entrepreneur? Or is the website operator entitled to carry it out?

If only the parties would enter into an SLA that would give them an unambiguous answer...

Price for the preparation of the contract: from 15 000 CZK + VAT

What does the SLA address?

A clear description of the level of service provided
Establishment of measurable characteristics and parameters of the services and how to measure performance
Time parameter, for example, minimum annual availability time
Service uptime, possibility of downtime
Pricing model and payment terms
Communication between the two parties and how to make requests, for example to correct an error
Security parameters
Liability for defects and damages

The content of the contract will always be set according to the client's requirements, the type of cooperation between the parties and the level of trust between them. At the client's request, the SLA can also be prepared as part of a service or other contract, which will additionally modify:

Categorisation of incidents, for example according to their impact on the functioning of the software
Method of incident resolution, possibility of alternative problem resolution
Approval of changes and the process of their implementation

What do we need?

A description of the cooperation with the other party: is the relationship based on an existing cooperation or is it a new partner?
Information on what the contract should look like: traditional language or friendly style? Fair terms or no compromise?
Information about the service to which the SLA relates
Service level proposal. What parameters have you devised for the service to be guaranteed? And which ones will not be guaranteed?

What do you get?

A clearly and simply written contract that reflects the uniqueness of the service provided
Insight into the legal issues involved (GDPR, content liability, copyright ↗, taxes) and the possibility of consulting them
Assessment of the legal options for setting up your contractual relationship and selection of the most suitable option
Explanation and tips for the correct use of the contract in the future
A reliable partner for negotiations with the other party