{"id":44180,"date":"2021-03-16T11:37:11","date_gmt":"2021-03-16T10:37:11","guid":{"rendered":"https:\/\/harlander-partner.eu\/opci-uslovi-poslovanja-i-ugovori\/sla-service-level-agreement\/"},"modified":"2025-11-25T13:31:26","modified_gmt":"2025-11-25T12:31:26","slug":"sla-service-level-agreement","status":"publish","type":"page","link":"https:\/\/harlander-partner.eu\/bs\/opci-uslovi-poslovanja-i-ugovori\/sla-service-level-agreement\/","title":{"rendered":"SLA \u2013 Service Level Agreement"},"content":{"rendered":"\n

Ugovor o nivou usluge (SLA)<\/h2>\n\n

Dostupnost, otklanjanje gre\u0161aka, odr\u017eavanje, podr\u0161ka, obuka, dalji razvoj \u2013 mnogi pru\u017eaoci usluga ne defini\u0161u ta\u010dan obim ovih usluga.<\/p>\n\n

Time se pru\u017ealac usluge izla\u017ee ponekad opravdanim, a ponekad nestru\u010dnim i neopravdanim o\u010dekivanjima klijenta, koja \u010desto glase: “Sve, uvijek, odmah, uklju\u010deno u cijenu.”<\/p>\n\n

Manje je o\u010digledno da time pru\u017ealac usluge sam sebi ote\u017eava \u017eivot. Nedostatak smjernica neizbje\u017eno dovodi do nestabilnih, podlo\u017enih gre\u0161kama i te\u017ee kalkulabilnih usluga. <\/p>\n\n

Rje\u0161enje za ove probleme je “Ugovor o nivou usluge”. Ugovor o nivou usluge precizno defini\u0161e usluge koje treba pru\u017eiti i reguli\u0161e neophodne i vanredne prekide kao i njihove posljedice. Time usluga postaje predvidiva za obje ugovorne strane. <\/p>\n

\n \n \"Rechtsanwalt\n \n Peter Harlander
\n Harlander & Partner Rechtsanw\u00e4lte<\/span>\n <\/span>\n <\/a>\n \u201eIch kenne die Anforderungen an ein SLA nicht nur aus meiner \u00fcber 20-j\u00e4hrigen juristischen T\u00e4tigkeit, sondern auch aus der t\u00e4glichen Praxis als Gesellschafter und Gesch\u00e4ftsf\u00fchrer von IT-Unternehmen.\u201c<\/span>\n <\/div>\n\n

SLA sadr\u017eaj<\/h2>\n\n

Ugovori o nivou usluge (SLA) reguli\u0161u izme\u0111u ostalog sljede\u0107e ta\u010dke:<\/p>\n\n

    \n
  • Ciljevi<\/li>\n\n\n\n
  • Obuhva\u0107ene usluge<\/li>\n\n\n\n
  • Izuzeci<\/li>\n\n\n\n
  • Ugovorne strane<\/li>\n\n\n\n
  • Uloge<\/li>\n\n\n\n
  • Odgovornosti<\/li>\n\n\n\n
  • Definicija kvaliteta usluge<\/li>\n\n\n\n
  • Dostupnost, pouzdanost, odr\u017eivost<\/li>\n\n\n\n
  • Pokazatelji<\/li>\n\n\n\n
  • Gornje\/donje granice<\/li>\n\n\n\n
  • Klase gre\u0161aka<\/li>\n\n\n\n
  • Metode mjerenja<\/li>\n\n\n\n
  • Izvje\u0161tavanje<\/li>\n\n\n\n
  • Vrijeme odziva<\/li>\n\n\n\n
  • Sigurnosne mjere<\/li>\n\n\n\n
  • Vrijeme rada<\/li>\n\n\n\n
  • A\u017euriranja<\/li>\n\n\n\n
  • Nadogradnje<\/li>\n\n\n\n
  • Intervali odr\u017eavanja<\/li>\n\n\n\n
  • Periodi odr\u017eavanja<\/li>\n\n\n\n
  • Vanredno odr\u017eavanje<\/li>\n\n\n\n
  • Vrste podr\u0161ke<\/li>\n\n\n\n
  • Nivoi podr\u0161ke<\/li>\n\n\n\n
  • Ovla\u0161tenja<\/li>\n\n\n\n
  • Kanali komunikacije<\/li>\n\n\n\n
  • Sistemi za pra\u0107enje zahtjeva<\/li>\n\n\n\n
  • Jezici<\/li>\n\n\n\n
  • Radno vrijeme<\/li>\n\n\n\n
  • Godi\u0161nji odmori<\/li>\n\n\n\n
  • Obuke<\/li>\n\n\n\n
  • Obra\u010dun<\/li>\n\n\n\n
  • Trajanje<\/li>\n\n\n\n
  • Raskid<\/li>\n\n\n\n
  • Izmjene<\/li>\n\n\n\n
  • Sankcije<\/li>\n\n\n\n
  • Bonusi<\/li>\n\n\n\n
  • Rje\u0161avanje sporova<\/li>\n<\/ul>\n\n

    Prakti\u010dna implementacija ovih ta\u010daka, prilago\u0111ena operativnim procesima i kapacitetima kompanije pru\u017eaoca usluga, apsolutno je neophodna za izbjegavanje odgovornosti.<\/p>\n","protected":false},"excerpt":{"rendered":"Ugovor o nivou usluge (SLA) Dostupnost, otklanjanje gre\u0161aka, odr\u017eavanje, podr\u0161ka, obuka, dalji razvoj \u2013 mnogi pru\u017eaoci usluga ne defini\u0161u ta\u010dan obim ovih usluga. Time se pru\u017ealac usluge izla\u017ee ponekad opravdanim, …","protected":false},"author":1,"featured_media":0,"parent":43714,"menu_order":34,"comment_status":"closed","ping_status":"open","template":"","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","footnotes":""},"categories":[961,972],"tags":[],"class_list":["post-44180","page","type-page","status-publish","hentry","category-it-pravo","category-ugovorno-pravo"],"acf":[],"uagb_featured_image_src":{"full":false,"thumbnail":false,"medium":false,"medium_large":false,"large":false,"1536x1536":false,"2048x2048":false,"336x":false,"352x":false,"woocommerce_thumbnail":false,"woocommerce_single":false,"woocommerce_gallery_thumbnail":false,"yarpp-thumbnail":false},"uagb_author_info":{"display_name":"Peter Harlander","author_link":"https:\/\/harlander-partner.eu\/bs\/author\/secondpromotion\/"},"uagb_comment_info":0,"uagb_excerpt":"Ugovor o nivou usluge (SLA) Dostupnost, otklanjanje gre\u0161aka, odr\u017eavanje, podr\u0161ka, obuka, dalji razvoj \u2013 mnogi pru\u017eaoci usluga ne defini\u0161u ta\u010dan obim ovih usluga. Time se pru\u017ealac usluge izla\u017ee ponekad opravdanim, ...","_links":{"self":[{"href":"https:\/\/harlander-partner.eu\/bs\/wp-json\/wp\/v2\/pages\/44180","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/harlander-partner.eu\/bs\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/harlander-partner.eu\/bs\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/bs\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/bs\/wp-json\/wp\/v2\/comments?post=44180"}],"version-history":[{"count":0,"href":"https:\/\/harlander-partner.eu\/bs\/wp-json\/wp\/v2\/pages\/44180\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/bs\/wp-json\/wp\/v2\/pages\/43714"}],"wp:attachment":[{"href":"https:\/\/harlander-partner.eu\/bs\/wp-json\/wp\/v2\/media?parent=44180"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/harlander-partner.eu\/bs\/wp-json\/wp\/v2\/categories?post=44180"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/harlander-partner.eu\/bs\/wp-json\/wp\/v2\/tags?post=44180"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}