Service Level Management (SLM) is defined as “responsible for all service management processes, operational-level agreements and underlying contracts are tailored to agreed service level objectives. SLM monitors and reports on service levels and conducts regular customer evaluations. However, in the case of critical services, customers should invest in third-party tools to automatically collect sLA performance data that provide objective performance measurement. A multi-stage ALS divides the agreement into different levels specific to a number of customers who use the service. For example, an as-a-service software provider can offer basic services and support to all customers who use a product, but it can also offer different price ranges when purchasing the product, which imposes different levels of service. These different levels of service are included in ALS on several levels. Note that this policy measures measures and reports on the level of service. It provides metrics, but does not block service calls. In a client-based ALS, the client and service provider enter into an agreement on the services to be provided. For example, a company may negotiate with the IT service provider that manages its billing system to define its relationship and specific expectations in detail. Service providers need SLAs to help them manage customer expectations and define the severity levels and circumstances in which they are not held responsible for performance failures or problems. Customers can also benefit from SLAs, as the contract outlines the characteristics of the service — which can be compared to THE SLAs of other providers — and identifies ways to assess service issues. All general issues relevant to the organization are covered and are the same across the organization.
For example, for security ALS at the organization level, each employee must create passwords with 8 characters and change them every 30 days – or each employee must have an access card with a printed photo. In the case of outsourcing work to contractors, the agreement on the level of service should be an indispensable part of the agreement. If the licensee does not comply with the provisions of the ALA, sanctions may be imposed. The ALS will also indicate the circumstances under which a termination is contemplated, so that the client has the freedom to opt out of the contract if the contractor does not meet the specifications described in the ALS.