Define an appropriate baseline. Defining the right metrics is only half the way. To be useful, metrics must be tailored to a reasonable and achievable level of performance. If strong historical measurement data is not available, you should be prepared to check and adjust the parameters later by a predefined process defined in the SLA. Make sure the metrics reflect factors that are under the control of the service provider. To motivate good behavior, SLA metrics must reflect factors that lie in the control of the extern externator. A typical mistake is to sanction the service provider for delays caused by the customer`s lack of performance. For example, when the customer provides application code change specifications several weeks late, it is unfair and demotivating to keep the service provider on a predetermined delivery date. Designing the SLA from two sides by measuring the customer`s performance in interdependent actions is a good way to focus on the expected results. An opt-out clause is an important provision in which the service provider undertakes to keep the client company harmless in the event of a breach of its guarantees. The exemption means that the supplier must pay the customer all third-party legal costs resulting from the breach of warranties. If you are using a default SLA provided by the service provider, it is likely that this provision is missing.
Ask your in-house counsel to design a simple provision to include it, although the service provider may wish to continue negotiations on this point. Data reliability can also relate to the reliability of the data source. In competitive intelligence systems, sources are often evaluated on reliability. For example, the New York Times, as a source, generally has a higher reliability rating than the National Enquirer. Primary sources are most often higher than secondary sources. A second area of concern to users is the time to market for the new big data applications they need for the business. Users want these apps as quickly as possible so that they can gain commercial advantage from them. Supplier Data Quality Certification The data provider may be willing to provide some degree of data quality certification based on its own internal testing. The SLA4D must specify a meta tag associated with the data and specifying the quality level of the data provided. A provision should be included allowing the consumer to verify the methods and results of the data quality tests provided by the supplier. This last point is critical; Service requirements and vendor functions are changing, so there needs to be a way to ensure that the SLA is updated.
The types of SLA metrics needed depend on the services provided. Many elements can be monitored as part of an SLA, but the scheme should be as simple as possible in order to avoid confusion and excessive costs on both sides. When selecting metrics, look at how you`re working and decide what`s most important. The more complex the monitoring scheme (and associated mitigation system), the less likely it is to be effective, as no one has time to properly analyze the data. When in doubt, opt for a simple collection of metric data. Automated systems are the best, as expensive manual collection of metrics is unlikely to be reliable….