10 Basic Guidelines for SLAs Production (continued) Baseline definition and comparison with benchmarks: Basic level of service available and current costs are the basic plan and are the key to measuring future performance and customer satisfaction: Determine the number and type of services provided Determine current service levels (hours of operation, Response time, etc.) Assess the cost of providing services to customers Understanding and measuring existing customer satisfaction Volume of stagnation served reference operations against similar institutions or third parties Against the institution`s own goals and objectives Be aware of benchmark „apple apples“ It is impossible to know where you want to be , unless you know where you are already. Therefore, ALS bases must start with the services as they are today. 7 Components ALS – RestrictionsSubsection Description Workload The level of demand or activity from which defined performance cannot be guaranteed Compliance Requirements The rules and rules in which the service is provided (company guidelines, regulatory requirements, etc.) The requirements imposed on the user by the SC for the user that, if not met, mean that the SC does not meet the service level commitment (e.g. B Customer processing requirements, quality of incoming documents for processing) 53 6 ALS Components – Service PerformanceSubsection Description Availability The expected time for service available to users, reliability The frequency with which the service must be cancelled (d. h. the maximum number of errors admitted within a defined range) Downtime In the event of a service outage, The time it takes the provider to restore service time The time between the requirement or initiation of a service and a usable result received by the user, The perception of the performance received by users in relation to the expectation Of the metrics defined for the evaluation of THE SLA performance factors and follow-up activities, which are repeated, communicate the content and frequency of reports on performance statistics. Reporting – who, how and when improvements Service areas where continuous improvement initiatives are focused on the basis of the strategic direction and requirements of SC Account Responsibility clients The specific identification of transactions and accounts managed and managed by SC 52 5 SLA Components – GeneralSection Description Introduction Name, version, date, subject of the document and Domain Service domain which, if the service performance basic for services and levels, availability, reliability and response time based on user requirements Restrictions The limit in which the level of service is based price/pricing structure of fees or fees to the customer for the use of Services Services Services Planned Meetings , escalating procedures as well as potential commitments from the service provider and customer for non-compliance 8 components ALS – Service Management Subsection Dissection Description Recovery Policies and responsibilities of nature and how data and information are recovered.