My report will be discussing and analyzing Service Level Agreements (SLA) and Memorandum of understanding (MoU). In the first part, I will give a brief about SLA and MoU and outline their servers. In the second part, I will discuss, analyze and describe the essential components of a good agreement and finally I will add solutions, recommendation and end my report with conclusion and references.
A service Level Agreement (SLA) is a convene between an Internet service provider (ISP) and a customer which stipulates and commits the network provider to a required level of service. SLA includes a particular level of service, support choices, enforcement or penalty provisions for services not given, usage statistics that will be furnished, time table of informing in advance of network changes that may affect users, help desk response time for different classes of issues, the name and number of users that can get benefit together, particular standards to which present performance will be periodically compared, duration, the availability of software or hardware, roles and responsibilities, descriptions of service and evaluation standards.
On the other hand, a memorandum of understanding (MoU) is characterizing duple or multiple agreement by vendor in support of a client’s project. Additionally, it explains a convergence of will between the parties, including an intended common line of action. It is usually used in situations where parties either do not imply a statutory commitment or in cases where the parties cannot create a statutorily enforceable agreement. It is a more formal substitutional to a gentlemen's agreement. Whether or not an agreement constitutes a binding convene depends only on the presence or absence of well-defined l...
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... providers should understand that their customers might be disappointed or not satisfied with IT performance, even when IT meets objectives. If the encouragement of IT staff is poor, the result will reflect on customers’ vision of how well network providers really performed. These are some of the essential components of a good agreement and there are many components should be determined.
This is my fourth case study and I hope you like it.
Best Regards
Mohammed Almohdar
Textbooks :
NoAuthorFound. (2010). Service level agreement best practices. Bribane, Australia: The Art of Service.
Bruce, N. (2013). Service level agreement 56 success secrets 56 most asked questions on service level agreement : what you need to know. S.l: Emereo Publishing.
Moon, C. (2013). SLA 126 success secrets 126 most asked questions on SLA : what you need to know. S.l: Emereo Publishing.
of the year. New York: W.W. Norton & Company, 2013. 591-594. Print. The. Wallace, David.
...e company’s competitiveness. Satisfied customers can help a business gain more customers through word of mouth. Ensuring excellent and consistent service and products will help the business perform better. Tim’s must embrace technology in its human resource management, bookkeeping, as well as its Marketing activities. This will improve efficiency, and reduce man hours considerably. Tim should consider investing more money into the business to allow him expand on product offering, which will help attract new customers.
What are the expectations of both parties? How can the companies ensure that these expectations will be met?
Establish a formal agreement that provides AMP Canada with certainty regarding service level agreements and fixed prices for the chosen implementation.
Akamai Technologies, Inc. is an organization which delivers the content over the Internet. It is one of the largest organizations which provide the distributive Computing Platforms; it provides a cloud based services to the end user. It serves 30% of the overall web traffic. Akamai provided numbers of servers which are located all over the globe and stores the web application of the clients. It provides a faster access to those applications because of the distributive contents in to various servers around the world. Akamai does not want the long routes to it distributed the data based on the locations, it works as like a work or a task which is not possible to be completed by a single persons is divided in to multiple process or threats or assign to teams to complete their individual part, so that task can be complete faster, in the same way the contents are stored at different servers based on their access mechanism.
Among the 4 elements of a contract, the most important is agreement because without agreement between parties, no contract can be formed. Agreement to form a contract includes an offer and acceptance; one party must offer to enter a legal agreement and the other must accept the terms of the offer (Miller, Cross, and Jentz 290). When the parties have a “meeting of the minds,” an agreement has been made. It is important that all of the parties involved in the contract understand the agreement and there are no misunderstandings between them. Next is consideration among the parties. Consideration can be defined as the value, such as cash, given in return for a promise or in return for a performance (Miller, Cross, and Jentz 302). It is broken down into two elements: legal value and bargain for exchange. Something of “legally sufficient value” must be given in exchange for the promise which may consist ...
Quality of Service- This attribute can specify bandwidth and end to end performance requirements. It uses SLAs that deliver end-to-end performance matching the requirements for voice, video and data over converged business and residential networks. This gives wide choice and freedom of bandwidth and QoS options.
Assess how Ericsson benefitted from Amazon Web Services (AWS) in terms of cost reduction, automated software updates, remote access, and on-demand availability.
Contractual agreement has always been viewed in terms of offer and acceptance. The universal principle to contract law has always been parties may get into an agreement in whichever way they deem fit and they are subject to certain terms as they choose. As far as legal requirements vital to their formation are binding contracts may be formed. Moreover a binding agreement may be manifested in terms of writing or in verbal form.
Gain customer satisfaction and loyalty: Satisfying customers will help to make customers more loyal and less tempted to go to its competitors. Now a-days Customer loyalty matters because selling more to existing customers is easier, and cheaper, than finding and selling to new ones. Loyal customers tend to buy more, more regularly. And they will frequently recommend your business to others. In this case, the NHS will have to provide patients with good health service. But patients are less likely to
...ustomers, there are difficulties too, with the first being development of a customer satisfaction measure that has validity. Surveys on customer satisfaction are not reliable indicators of purchase intent or the probability of a repeat business. They are either poorly conceived or conducted, do not measure the right activity or fail to assess satisfaction or relative value many a time (Reichheld, 1996). Another drawback is that, if undertakings aimed at measuring satisfaction of customers overwhelm other indicators of strategic performance such as the ones concerning success of a new product or learning in an organization, the management will likely shift its focus to only the short-term, in turn discouraging risk-taking in the development of products and processes, only leading to incremental improvements as per (the) current products along with service activities.
...ough quality or enough service, satisfaction will result. However, we have evidence to support that quality and service alone can not produce recurrent satisfaction. Satisfaction is a distinct and separate issue.
But before being able to meet the needs and wants of customers as well as providing them with benefits. We need to work out:
A contract is an agreement between two parties in which one party agrees to perform some actions in return of some consideration. These promises are legally binding. The contract can be for exchange of goods, services, property and so on. A contract can be oral as well as written and also it can be part oral and part written but it is useful to have written contract otherwise issues can be created in future. But both the written as well as oral contract is legally enforceable. Also if there is a breach of contract, there are certain remedies for that which are discussed later in the assignment. There are certain elements which need to be present in a contract. These elements are discussed in the detail in the assignment. (Clarke,
As pointed out by Singh (2006), customer satisfaction is important because, “satisfaction influences repurchase intentions whereas dissatisfaction has been seen as a primary reason for customer defection or discontinuation of purchase”.