{"id":39597,"date":"2021-03-16T11:37:11","date_gmt":"2021-03-16T10:37:11","guid":{"rendered":"https:\/\/harlander-partner.eu\/sla-service-level-agreement\/"},"modified":"2025-11-24T20:04:05","modified_gmt":"2025-11-24T19:04:05","slug":"sla-service-level-agreement","status":"publish","type":"page","link":"https:\/\/harlander-partner.eu\/da\/vilkaar-og-kontrakter\/sla-service-level-agreement\/","title":{"rendered":"SLA \u2013 Service Level Agreement"},"content":{"rendered":"\n

Service Level Agreement (SLA)<\/h2>\n\n

Tilg\u00e6ngelighed, fejlfinding, vedligeholdelse, support, uddannelse, videreudvikling \u2013 mange serviceudbydere definerer ikke omfanget af disse ydelser pr\u00e6cist.<\/p>\n\n

Dermed overlader serviceudbyderen sig til kundens forventninger, som nogle gange er berettigede, nogle gange er amat\u00f8ragtige og uberettigede, og som alt for ofte lyder: “Alt, altid, straks, inkluderet i prisen.”<\/p>\n\n

Mindre \u00e5benlyst er det, at serviceudbyderen dermed ogs\u00e5 g\u00f8r livet sv\u00e6rt for sig selv. Manglende specifikationer f\u00f8rer uv\u00e6gerligt til svingende, fejlbeh\u00e6ftede og vanskeligere kalkulerbare ydelser. <\/p>\n\n

L\u00f8sningen p\u00e5 disse problemer er “Service Level Agreement”. Service Level Agreement definerer de ydelser, der skal leveres, pr\u00e6cist og regulerer n\u00f8dvendige og ekstraordin\u00e6re afbrydelser samt deres konsekvenser. Dermed bliver ydelsen planl\u00e6gningsbar for begge kontraktparter. <\/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-indhold<\/h2>\n\n

Service Level Agreements (SLA) regulerer blandt andet f\u00f8lgende punkter:<\/p>\n\n

    \n
  • M\u00e5ls\u00e6tning<\/li>\n\n\n\n
  • Omfattede ydelser<\/li>\n\n\n\n
  • Undtagelser<\/li>\n\n\n\n
  • Kontraktparter<\/li>\n\n\n\n
  • Roller<\/li>\n\n\n\n
  • Ansvar<\/li>\n\n\n\n
  • Definition af servicekvalitet<\/li>\n\n\n\n
  • Tilg\u00e6ngelighed, p\u00e5lidelighed, vedligeholdelighed<\/li>\n\n\n\n
  • N\u00f8gletal<\/li>\n\n\n\n
  • \u00d8vre\/nedre gr\u00e6nser<\/li>\n\n\n\n
  • Fejlklasser<\/li>\n\n\n\n
  • M\u00e5lemetoder<\/li>\n\n\n\n
  • Rapportering<\/li>\n\n\n\n
  • Reaktionstider<\/li>\n\n\n\n
  • Sikkerhedsforanstaltninger<\/li>\n\n\n\n
  • Oppetid<\/li>\n\n\n\n
  • Opdateringer<\/li>\n\n\n\n
  • Opgraderinger<\/li>\n\n\n\n
  • Vedligeholdelsesintervaller<\/li>\n\n\n\n
  • Vedligeholdelsesvindue<\/li>\n\n\n\n
  • Ekstraordin\u00e6r vedligeholdelse<\/li>\n\n\n\n
  • Supporttyper<\/li>\n\n\n\n
  • Supportniveauer<\/li>\n\n\n\n
  • Bemyndigelser<\/li>\n\n\n\n
  • Kommunikationsveje<\/li>\n\n\n\n
  • Ticketsystemer<\/li>\n\n\n\n
  • Sprog<\/li>\n\n\n\n
  • \u00c5bningstider<\/li>\n\n\n\n
  • Driftsferier<\/li>\n\n\n\n
  • Kurser<\/li>\n\n\n\n
  • Afrengning<\/li>\n\n\n\n
  • L\u00f8betid<\/li>\n\n\n\n
  • Opsigelse<\/li>\n\n\n\n
  • \u00c6ndringer<\/li>\n\n\n\n
  • Sanktioner<\/li>\n\n\n\n
  • Bonusser<\/li>\n\n\n\n
  • Konfliktl\u00f8sning<\/li>\n<\/ul>\n\n

    En praktisk anvendelig udformning af disse punkter, der er tilpasset serviceudbyderens virksomheds driftsprocesser og ydeevne, er absolut n\u00f8dvendig for at undg\u00e5 erstatningsansvar.<\/p>\n","protected":false},"excerpt":{"rendered":"Service Level Agreement (SLA) Tilg\u00e6ngelighed, fejlfinding, vedligeholdelse, support, uddannelse, videreudvikling \u2013 mange serviceudbydere definerer ikke omfanget af disse ydelser pr\u00e6cist. Dermed overlader serviceudbyderen sig til kundens forventninger, som nogle gange …","protected":false},"author":1,"featured_media":0,"parent":40477,"menu_order":34,"comment_status":"closed","ping_status":"open","template":"","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","footnotes":""},"categories":[685,684],"tags":[],"class_list":["post-39597","page","type-page","status-publish","hentry","category-it-ret","category-kontraktret"],"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\/da\/author\/secondpromotion\/"},"uagb_comment_info":0,"uagb_excerpt":"Service Level Agreement (SLA) Tilg\u00e6ngelighed, fejlfinding, vedligeholdelse, support, uddannelse, videreudvikling \u2013 mange serviceudbydere definerer ikke omfanget af disse ydelser pr\u00e6cist. Dermed overlader serviceudbyderen sig til kundens forventninger, som nogle gange ...","_links":{"self":[{"href":"https:\/\/harlander-partner.eu\/da\/wp-json\/wp\/v2\/pages\/39597","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/harlander-partner.eu\/da\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/harlander-partner.eu\/da\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/da\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/da\/wp-json\/wp\/v2\/comments?post=39597"}],"version-history":[{"count":0,"href":"https:\/\/harlander-partner.eu\/da\/wp-json\/wp\/v2\/pages\/39597\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/da\/wp-json\/wp\/v2\/pages\/40477"}],"wp:attachment":[{"href":"https:\/\/harlander-partner.eu\/da\/wp-json\/wp\/v2\/media?parent=39597"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/harlander-partner.eu\/da\/wp-json\/wp\/v2\/categories?post=39597"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/harlander-partner.eu\/da\/wp-json\/wp\/v2\/tags?post=39597"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}