For example, if you want to measure response time, avoid insisting on the need to meet all requirements within 1 second. This is unrealistic. Instead, it would be preferable to indicate that 95% of the requirements must have no more than a response time of 1 second and that 5% may have a response time between 2 seconds and 5 seconds. Finally, all ASAs should be checked at least once a year. Due to the rapid pace of technological development, reaction times and other user expectations change almost every month. LTC should be updated regularly to reflect these changes. Without this step, SLAs quickly become useless and obsolete and often require service levels far below existing technological possibilities. Monitoring compliance with these agreements is a waste of time and resources. To motivate or incentivize following the SLA, it is important to add a system of penalties and rewards. Penalties for below-average benefits in a typical internal SLA include budget reductions or, if the company has an internal payment process, a service reimbursement fee. Rewards for meeting or exceeding service levels may include cash bonuses, parties, and additional days off.

Penalties and rewards should not be exaggerated; They only have to provide performance-based incentives. Valeh Nazemoff is the international bestseller of Four Intelligences of the Business Mind: How to Rewire Your Brain and Your Business for Success and The Dance of the Business Mind: Strategies to Thrive Anywhere, From the Ballroom to the Boardroom, as well as Executive Vice President and co-owner of Acolyst, a high-level technology performance management consultant. He is also an executive coach passionate about business transformation and founder of the Communication Transformation Business Workshop. In this section, you should define the policies and scope of this Agreement with respect to the application, extension, modification, exclusion, restrictions, and termination of the Agreement. Internal SLAs can be used as a tool to improve customer and employee satisfaction. Providing a clearly defined expectation and measurable measures to assess compliance are important steps in the establishment of an effective agreement. For example, an accident such as a severed Internet backbon or simply an Internet overload can affect the reaction time of the network…