A support contract is a contract between an IT service provider and a third party. A support contract is a specific subset of a contract if it is signed between an IT service provider and a supplier or partner. The third-party provider provides goods or services that support the provision of IT to a customer. Take, for example, the fact that you signed a contract and became a customer of the bank. Once your bank account is approved, you will receive debit and credit cards. Banks receive these debit cards and credit cards from card manufacturers. And in this case, the bank must have signed a support contract to create and deliver debit and credit cards to bank customers. The underlying contract defines the objectives and responsibilities necessary to meet the service level objectives agreed in an ALS. Let`s say a bank promises to deliver a debit card in three days. To achieve this goal, these conditions, conditions and objectives must be formally entered into the support contract when the card manufacturer must present the card within a day. Why bother with all these details, could anyone ask? Now, if you have a supplier that works longer with you, then a deal may seem obsolete. But even in this situation, you need to keep in mind that your business is on the front line of your customers. If all goes well with the services you have provided, no one will complain.
But if something goes wrong, your customers won`t care who it really is. For them, the answer is clear – it`s up to you. And that makes sense, because they have an agreement with you. ITIL defines an underlying contract as a contract between you (an IT service provider) and a third-party provider. The third-party provider provides goods or services that support the provision of IT to your customers. The underlying contract defines the objectives and responsibilities that the service provider uses to determine service level objectives and service level plans. These agreements define the most important contact information for the other party, the hours of assistance and services, as well as the tasks covered by the agreements. A contract is a legally binding agreement between two or more parties. It is important to know for effective management of the ITIL level of service.
All negotiated and agreed terms, obligations, obligations and responsibilities of both parties are recorded in a contract. And in the event of a dispute between the parties, if the dispute cannot be resolved, the contract will be the reference before the law or in the courts. Therefore, each item documented in the treaty must be carefully checked and approved by each party. Any clause or condition that cannot be met by any of the parties should not be mentioned in the contract. Note that only one ALS can cover multiple IT services or multiple customers. A bank provides several services, but only one agreement is signed between the customer and the bank. This agreement applies to all services provided by the Bank. This report shows the average percentage of agreements reached by the assigned team. Another term to be defined is enterprise-level agreement (OLA).
This is an agreement between an IT service provider and another part of the same organization. The main point of the differentiation between SLA and OLA, which must be remembered for managing ITIL service levels, is that SLA is signed with the customer, while the OLA is signed with another part of the same organization. Note that an IT department uses a financial department of the financial department to provide a service to human resources. In order to provide the service to human resources, the financial service should reach a certain level of quality.