ALS is required when seen from the service provider`s side, is made available to the customer as a guarantee of service, so that the customer can be satisfied with the services provided, is another effect that will arise on the side of the service provider, the traditional marketing concept that is word of mouth marketing, which means that the customer will make recommendations to his friend /other colleague, that the services provided by the provider are good, so that friends/other colleagues will subscribe to the provider/ provider. Let`s see! We discussed the goal of creating SLAs, which of course the benefits will be improvements for many of the services we present. But in detail, what are the benefits of the service level agreement? Why do so many IT companies use this document? Here are some of the benefits of SLAs. A Service Level Contract (SLA) is a service provider`s contract with us as a user that provides a guaranteed level of service to be expected. Monthly Internet charges – Rp. 1,000,000 SLA service (example July) – 76.6% (100% – 23.4%), which means that in July the provider can only offer 76.6% Internet service, which means that there is a difference (98% – 76.6% – 21.4%, which cannot be fully indicated by the supplier) In the world of business management, Service Level Agreement is the best way for parties to fulfill their respective obligations. In the previous article, we discussed the KPIS, where the article mentions that a good KPI must meet the criteria S.MA. R.T, that is to say specific, measurable, akhivable, raise and according to time. This is due to the fact that both parties are already involved in the preparation of ALS and have accepted the defined level of service. At this point, the service provider knows the customer`s expectations and the customer also knows the pros and cons of the provider. Perhaps you have heard the term SLC, so what is the difference between SLA and SLC? Considering its understanding, SLC is a broader and more common form of ALS. The existence of an agreement on the level of service is beneficial for both parties, as they completely clarify what can be expected from trade relations. Calculation of ALS (assuming 98% of ALS, i.e.
98% standard service within one month and 2% is considered appropriate in the event of a decline in service) If one considers its history, ALS was first used in the late 1980s by a telephone operator under a contract with its customers. From the 1990s to the present day, ALS has been used by different sectors with a greater scope than part of their contracts with clients. In the late 1990s and early 2000s, SLAs were used not only for “external” clients, but also for “internal” clients from certain departments (e.g. B.IT, HR, etc.). All this time, we know that the customer is the king, which eventually pushes the provider to abandon the client`s chosen treatment. In some cases, this can be understood, but with ALS, it is clear that it is a bilateral relationship in which suppliers and customers are at the same level. This means that the customer positions himself as a partner using the agreed bases. In this regard, the complaints submitted by the partners are based only on these agreements in order to reach a win-win solution between the two parties.