{"id":39599,"date":"2021-03-16T11:37:11","date_gmt":"2021-03-16T10:37:11","guid":{"rendered":"https:\/\/harlander-partner.eu\/sla-smlouva-o-urovni-sluzeb\/"},"modified":"2025-11-24T20:03:59","modified_gmt":"2025-11-24T19:03:59","slug":"sla-smlouva-o-urovni-sluzeb","status":"publish","type":"page","link":"https:\/\/harlander-partner.eu\/cs\/vseobecne-obchodni-podminky-a-smlouvy\/sla-smlouva-o-urovni-sluzeb\/","title":{"rendered":"SLA \u2013 Smlouva o \u00farovni slu\u017eeb"},"content":{"rendered":"\n

Smlouva o \u00farovni slu\u017eeb (SLA)<\/h2>\n\n

Dostupnost, odstra\u0148ov\u00e1n\u00ed chyb, \u00fadr\u017eba, podpora, \u0161kolen\u00ed, dal\u0161\u00ed v\u00fdvoj \u2013 mnoho poskytovatel\u016f slu\u017eeb nedefinuje rozsah t\u011bchto slu\u017eeb p\u0159esn\u011b.<\/p>\n\n

Poskytovatel slu\u017eeb se tak vyd\u00e1v\u00e1 napospas n\u011bkdy opr\u00e1vn\u011bn\u00fdm, n\u011bkdy laick\u00fdm a neopr\u00e1vn\u011bn\u00fdm o\u010dek\u00e1v\u00e1n\u00edm z\u00e1kazn\u00edka, kter\u00e1 a\u017e p\u0159\u00edli\u0161 \u010dasto zn\u00ed: \u201eV\u0161echno, v\u017edy, okam\u017eit\u011b, v cen\u011b.“<\/p>\n\n

M\u00e9n\u011b z\u0159ejm\u00e9 je, \u017ee si t\u00edm poskytovatel slu\u017eeb s\u00e1m komplikuje \u017eivot. Nedostate\u010dn\u00e9 specifikace nevyhnuteln\u011b vedou ke kol\u00edsav\u00fdm, chybov\u00fdm a obt\u00ed\u017en\u011bji kalkulovateln\u00fdm slu\u017eb\u00e1m. <\/p>\n\n

\u0158e\u0161en\u00edm t\u011bchto probl\u00e9m\u016f je \u201esmlouva o \u00farovni slu\u017eeb\u201c. Smlouva o \u00farovni slu\u017eeb p\u0159esn\u011b definuje poskytovan\u00e9 slu\u017eby a upravuje nezbytn\u00e1 a nepl\u00e1novan\u00e1 p\u0159eru\u0161en\u00ed a jejich d\u016fsledky. V\u00fdkon je tak pl\u00e1novateln\u00fd pro ob\u011b smluvn\u00ed strany. <\/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

Obsah SLA<\/h2>\n\n

Smlouvy o \u00farovni slu\u017eeb (SLA) upravuj\u00ed mimo jin\u00e9 n\u00e1sleduj\u00edc\u00ed body:<\/p>\n\n

    \n
  • C\u00edl<\/li>\n\n\n\n
  • Zahrnut\u00e9 slu\u017eby<\/li>\n\n\n\n
  • V\u00fdluky<\/li>\n\n\n\n
  • Smluvn\u00ed strany<\/li>\n\n\n\n
  • Role<\/li>\n\n\n\n
  • Odpov\u011bdnosti<\/li>\n\n\n\n
  • Definice kvality slu\u017eeb<\/li>\n\n\n\n
  • Dostupnost, spolehlivost, udr\u017eovatelnost<\/li>\n\n\n\n
  • Kl\u00ed\u010dov\u00e9 ukazatele v\u00fdkonnosti<\/li>\n\n\n\n
  • Horn\u00ed \/ doln\u00ed hranice<\/li>\n\n\n\n
  • T\u0159\u00eddy chyb<\/li>\n\n\n\n
  • Metody m\u011b\u0159en\u00ed<\/li>\n\n\n\n
  • Reporting<\/li>\n\n\n\n
  • Doby odezvy<\/li>\n\n\n\n
  • Bezpe\u010dnostn\u00ed opat\u0159en\u00ed<\/li>\n\n\n\n
  • Doba provozu<\/li>\n\n\n\n
  • Aktualizace<\/li>\n\n\n\n
  • Upgrady<\/li>\n\n\n\n
  • Intervaly \u00fadr\u017eby<\/li>\n\n\n\n
  • Okna \u00fadr\u017eby<\/li>\n\n\n\n
  • Mimo\u0159\u00e1dn\u00e1 \u00fadr\u017eba<\/li>\n\n\n\n
  • Typy podpory<\/li>\n\n\n\n
  • \u00darovn\u011b podpory<\/li>\n\n\n\n
  • Opr\u00e1vn\u011bn\u00ed<\/li>\n\n\n\n
  • Komunika\u010dn\u00ed kan\u00e1ly<\/li>\n\n\n\n
  • Ticketov\u00e9 syst\u00e9my<\/li>\n\n\n\n
  • Jazyky<\/li>\n\n\n\n
  • Otev\u00edrac\u00ed doba<\/li>\n\n\n\n
  • Z\u00e1vodn\u00ed dovolen\u00e9<\/li>\n\n\n\n
  • \u0160kolen\u00ed<\/li>\n\n\n\n
  • Z\u00fa\u010dtov\u00e1n\u00ed<\/li>\n\n\n\n
  • Doba trv\u00e1n\u00ed<\/li>\n\n\n\n
  • V\u00fdpov\u011b\u010f<\/li>\n\n\n\n
  • Zm\u011bny<\/li>\n\n\n\n
  • Sankce<\/li>\n\n\n\n
  • Bonusy<\/li>\n\n\n\n
  • \u0158e\u0161en\u00ed spor\u016f<\/li>\n<\/ul>\n\n

    Prakticky pou\u017eiteln\u00e1 \u00faprava t\u011bchto bod\u016f, p\u0159izp\u016fsoben\u00e1 provozn\u00edm proces\u016fm a v\u00fdkonnosti spole\u010dnosti poskytovatele slu\u017eeb, je nezbytn\u011b nutn\u00e1, aby se p\u0159ede\u0161lo odpov\u011bdnosti.<\/p>\n","protected":false},"excerpt":{"rendered":"Smlouva o \u00farovni slu\u017eeb (SLA) Dostupnost, odstra\u0148ov\u00e1n\u00ed chyb, \u00fadr\u017eba, podpora, \u0161kolen\u00ed, dal\u0161\u00ed v\u00fdvoj \u2013 mnoho poskytovatel\u016f slu\u017eeb nedefinuje rozsah t\u011bchto slu\u017eeb p\u0159esn\u011b. Poskytovatel slu\u017eeb se tak vyd\u00e1v\u00e1 napospas n\u011bkdy opr\u00e1vn\u011bn\u00fdm, …","protected":false},"author":1,"featured_media":0,"parent":40462,"menu_order":34,"comment_status":"closed","ping_status":"open","template":"","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","footnotes":""},"categories":[687,686],"tags":[],"class_list":["post-39599","page","type-page","status-publish","hentry","category-it-pravo","category-smluvni-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\/cs\/author\/secondpromotion\/"},"uagb_comment_info":0,"uagb_excerpt":"Smlouva o \u00farovni slu\u017eeb (SLA) Dostupnost, odstra\u0148ov\u00e1n\u00ed chyb, \u00fadr\u017eba, podpora, \u0161kolen\u00ed, dal\u0161\u00ed v\u00fdvoj \u2013 mnoho poskytovatel\u016f slu\u017eeb nedefinuje rozsah t\u011bchto slu\u017eeb p\u0159esn\u011b. Poskytovatel slu\u017eeb se tak vyd\u00e1v\u00e1 napospas n\u011bkdy opr\u00e1vn\u011bn\u00fdm, ...","_links":{"self":[{"href":"https:\/\/harlander-partner.eu\/cs\/wp-json\/wp\/v2\/pages\/39599","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/harlander-partner.eu\/cs\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/harlander-partner.eu\/cs\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/cs\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/cs\/wp-json\/wp\/v2\/comments?post=39599"}],"version-history":[{"count":0,"href":"https:\/\/harlander-partner.eu\/cs\/wp-json\/wp\/v2\/pages\/39599\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/cs\/wp-json\/wp\/v2\/pages\/40462"}],"wp:attachment":[{"href":"https:\/\/harlander-partner.eu\/cs\/wp-json\/wp\/v2\/media?parent=39599"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/harlander-partner.eu\/cs\/wp-json\/wp\/v2\/categories?post=39599"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/harlander-partner.eu\/cs\/wp-json\/wp\/v2\/tags?post=39599"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}