What to look in SLA when choosing server cloud backup?

It is important to understand that the SLA allows you to maintain the efficiency of the business, defining the purpose and duration of cooperation, the schedule of service, payment terms, guarantees and the amount of compensation. Today, SLA is used as the main tool to resolve issues in the provision of IT services. In addition, the SLA agreed between the client and the provider facilitates mutually beneficial cooperation, since the customer receives a guaranteed quality of service, and the supplier provides service and performs work within clearly defined duties and tasks.

Since IT systems are supported in accordance with the international industry standard ITIL under a service level agreement, it is important to have an idea of ​​how the SLA support algorithm works. This knowledge will help in assessing the situation when something went wrong with your server cloud backup or if the need arose to contact a cloud station server provider. So, from what steps does a client usually start interacting with a service provider?

1. Formed application

If necessary, the client forms an application using various options (by phone, mail, Servicedesk portal).

2. Classification of treatment

The definition of the type of request - error, problem, service request, etc.

3. Answer the performer

The supplier responds to the call at the agreed time, usually within 30 minutes.

4. Preparation

The supplier assesses the complexity of the problem to be solved and coordinates the deadlines with the client.

5. Execution

The process of addressing is launched remotely or on the customer’s side.

6. Application Report

Upon completion of the work, the supplier provides the client with a detailed report on the applications for a certain period.

Summing up, it is worth noting that a detailed service level agreement makes life easier for the client and ensures high quality of service; helps to avoid misunderstandings or confusion regarding the service provided; allows both customer and supplier to focus on details; protects the performer from ambiguous and undefined requirements. In addition, the provision of service in accordance with the SLA guarantees predictable results, allows you to quickly solve problems, while enhancing brand loyalty.