Most service providers provide statistics, often through an online portal. There, customers can verify that SLAs are being met and whether they are eligible for service credits or other SLA penalties. Examples of the type of offences: non-delivery, late delivery, poorly delivered service. The assessment and calculation of the SLA determines the degree of compliance with the agreement. One may wonder how to calculate the SLA? There are many tools for calculating SLAs on the Internet. The real question is what exactly needs to be calculated. SLAs are an integral part of an IT vendor contract. An SLA gathers information about all contracted services and their agreed expected reliability in a single document. They clearly state the measures, responsibilities and expectations so that no party can claim ignorance in case of problems with the service. It ensures that both parties have the same understanding of the requirements. A service level agreement is a formal or informal contract between the internal or external and the end user of the service.

It determines what the customer receives and clarifies what is expected of the service provider. Exclusions: This is another very important element. Both parties must agree on all exclusions. Exclusion of services, regions, days, hours, environmental conditions, etc. An earn-back is a provision that can be included in the SLA and allows providers to recover service level credits if they work at or above the standard service level for a certain period of time. Earn backs are a response to the standardization and popularity of service-level credits. Description of the purpose and objectives of the agreement.