Ken arrived at LegalMatch in January 2002. Since his arrival, Ken has worked with a wide range of talented lawyers, paralegals and law students to make legalMatches Law Library a complete source of written legal information in a way that is accessible to all. Prior to arriving at LegalMatch, Ken practiced for four years in San Francisco, California, and handled a wide range of cases in areas as diverse as family law (divorces, child care and support, paternity), real estate (property, landlords/tenants for residential and commercial real estate), criminal law (offences, misdemeanours, youth, traffic offences), assaults (car accidents, medical misconduct, slip-ups, slippers and business), maintenance (registration contracts, copyright and trademark registration, licensing agreements), labour law (wage claims, discrimination, sexual harassment), commercial law and contracts (breach of contract, contract conclusion) and San Francisco Ken has a J.D. from the Golden Gate University School of Law and a B.S. in Business Administration from Pepperdine University. He is licensed as a lawyer before the State Bar of California and the United States District Court for the Northern District of California. Ken is an active member of the American Bar Association, the San Francisco Bar Association and the California Lawyers for the Arts. SERVICE-based ALS: This is an agreement between all customers who use a particular service and the service provider. For example, an ALS between an Internet service provider and all customers who use that specific service. In order for ALS to have a «bite,» the non-level of service must have financial consequences for the service provider. More often than not, the integration of a service credit system is the most common way to achieve this. In essence, the service provider pays the customer an agreed amount that should be used as an incentive for performance improvement if the service provider does not meet or credit the agreed service standards. These service credits can be measured in different ways.
Like what. B, if the 99.5% level for reports is not met, ALS could include a service credit, which is granted some price reduction for each performance gap of 0.5% per week. Service credits may also be granted if z.B. three or more errors occur to complete a level of service over a period of time. Here too, each level of service must be considered individually and a reasonable level of credit must be agreed between the service provider and the customer if the agreed level is not reached over a period of time. It is important that the service credits are adequate and that they encourage the provider to do better and that they enter early enough to make a difference. A good ALS accurately records the common understanding between the service provider and the customer. It should be written for the parties and not for a judge in the event of a dispute. The purpose of a service level agreement is not to be able to enforce your rights in court, but rather to try to ensure a positive friendly relationship in which the client obtains services at the level he or she needs. In addition, the service provider knows what its responsibility is.
The goal should be to fairly integrate good practices and requirements that maintain service efficiency and avoid additional costs. IT service organizations that manage multiple service providers may wish to enter into Operational Level Agreements (OLA) that explain how some parties involved in the IT service delivery process interact with each other to maintain performance. Most service providers have standard SLAs – sometimes several, which reflect different levels of service at different prices – which can be a good starting point for negotiations.