SLA: The key to reliable support for your systems
In our previous blog Software modernization: When should you replace an old system?, we discussed decision-making regarding the fate of an older application. Regardless of the outcome, it is crucial for the business team to have confidence that the IT department guarantees the application’s functionality to the required extent. Users need reliable support, clearly defined responsibility for issue resolution, and an adequate response to their requests. Who will handle their needs and requests for additional application functionality, and how?
The solution: SLA
SLA (Service-Level Agreement) is a contract between a service provider and a user, defining the scope and quality of services provided, issue resolution timeframes, and potential penalties for non-compliance.
SLA should first be implemented internally within the organization, defining the services provided by the internal IT department. If the IT department lacks the capacity or expertise to provide all necessary services, some of them may be outsourced to an external supplier. In such cases, SLA is typically part of the IT service contract between the company and its IT partner.
Typical SLA structure includes:
- IT Service – Specifies the subject of the provided service and clearly defines what is (or is not) included.
- Incident Categories – Determines the urgency of initiating work (response time) and resolving the issue (resolution time). Different times are typically set for critical service outages compared to minor malfunctions.
- Service Availability – Defines the period or interval in which the service must be available, including the allowed number and duration of outages within a given period. It may also specify a maintenance window when system availability is not guaranteed, allowing for scheduled downtimes. (Read more in out blog: Uninterrupted system availability and process continuity are key).
- Support Hours – Defines the time frames when customer support (HelpDesk, Hotline) is available.
- Communication Channels – Specifies how incidents and requests are reported and recorded.
- Service Cost – Determines the price for service provision over a specified period, typically per month. It also defines the relationship between achieved service levels and pricing. If response times, resolution times, or system availability requirements are not met, the cost may be reduced.
How to proceed?
If you want to ensure stable application operations and support with clearly defined parameters, we recommend starting with SLA setup. The natural candidate for providing support is the team or supplier who developed the application.
If, for various reasons, this is not possible or desirable, you have another option – engaging a new supplier. In this case, detailed application documentation is essential. If documentation is missing or outdated, a solution analysis and documentation update will be necessary. Only then can the supplier guarantee SLA compliance and ensure both application operation and future development.
What do you gain?
Clearly defined operational rules, cost transparency, and guarantees for the business team. At CodeArt, we have extensive experience in SLA setup and can assist with its definition and implementation. We provide professional support for IT system operations and development, enhancing the quality of managerial decisions when planning investments.