Service Description – The SLA needs detailed descriptions of each service offered in all possible circumstances, including processing times. Service definitions should include how services are provided, whether maintenance service is provided, how operating hours are, where there are dependencies, an overview of processes, and a list of all technologies and applications used. A service level agreement is an agreement between two or more parties, one of which is the customer and the other service providers. It can be a legally binding formal or informal “treaty” (e.g. B internal departmental relations). The agreement can include separate organizations or different teams within an organization. Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) – since the performance level is set by the (principal) customer, there can be no “agreement” between third parties; These agreements are simply “contracts”. However, company-level or OLA-level agreements can be used by internal groups to support ASAs. If an aspect of a service has not been agreed with the customer, it is not an “SLA”. An Earn-Back is a provision that can be included in the SLA and allows providers to recover service level credits if they work on or above the standard service level for a certain period of time.
Earn Backs is a response to the standardization and popularity of service level credits. The main point is to create a new layer on the network, cloud or SOA middleware, capable of creating a negotiation mechanism between service providers and consumers.