How can a client monitor vendor performance against the service level agreement?
用戶端如何根據服務水準協議監控供應商績效？
It is important that clients consistently monitor a service provider's performance against the service level agreement (SLA). Clients commonly run weekly status reports that monitor performance. Consistent failures from either side could incur penalties or indicate when it’s time to change service providers.
Most service providers make their data and statistics readily available to customers through a customer platform. Information can also be found about whether the client is eligible for remuneration in the event of continued failings.
If the portal used to monitor services is controlled by a third party, it’s important that they’re involved in the SLA agreement process. This ensures there’s no room for error when it comes to the service expected.
重要的是，用戶端始終根據服務水準協議 (SLA) 監控服務供應商的績效。用戶端通常每週執行狀態報告來監控績效。任何一方的持續失敗都可能招致處罰或表明何時該更換服務供應商。
大多數服務供應商透過客戶平台隨時向客戶提供他們的資料和統計資料。還可以從中找到有關用戶端是否有資格在持續失敗的情況下得到報酬的資訊。
如果用於監控服務的入口網站由第三方控制，那麼他們參與 SLA 協議過程就很重要。這樣可以確保在預期服務方面沒有出錯的餘地。