{"id":62636,"date":"2021-03-16T11:37:11","date_gmt":"2021-03-16T10:37:11","guid":{"rendered":"https:\/\/harlander-partner.eu\/uldtingimused-ja-lepingud\/sla-teenusetaseme-leping\/"},"modified":"2025-11-26T02:35:26","modified_gmt":"2025-11-26T01:35:26","slug":"sla-teenusetaseme-leping","status":"publish","type":"page","link":"https:\/\/harlander-partner.eu\/et\/uldtingimused-ja-lepingud\/sla-teenusetaseme-leping\/","title":{"rendered":"SLA \u2013 Teenusetaseme leping"},"content":{"rendered":"\n

Teenusetaseme leping (SLA)<\/h2>\n\n

K\u00e4ttesaadavus, veaparandus, hooldus, tugi, koolitus, edasiarendus \u2013 paljud teenusepakkujad ei defineeri nende teenuste ulatust t\u00e4pselt.<\/p>\n\n

Sellega annab teenusepakkuja end kliendi ootustele, mis on m\u00f5nikord \u00f5igustatud, m\u00f5nikord aga asjatundmatu ja p\u00f5hjendamatu, ja mis liiga sageli k\u00f5lab: \u201eK\u00f5ik, alati, kohe, hinnas sisalduv.\u201c<\/p>\n\n

V\u00e4hem ilmselge on see, et teenusepakkuja teeb sellega ka endale elu raskeks. Puudulikud juhised viivad paratamatult k\u00f5ikuvate, veaohtlike ja raskemini prognoositavate teenusteni. <\/p>\n\n

Nende probleemide lahendus on \u201eTeenusetaseme leping\u201c. Teenusetaseme leping defineerib t\u00e4pselt osutatavad teenused ning reguleerib vajalikud ja erakorralised katkestused ja nende tagaj\u00e4rjed. Sellega muutub teenus m\u00f5lema lepingupoole jaoks planeeritavaks. <\/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 sisu<\/h2>\n\n

Teenusetaseme lepingud (SLA) reguleerivad muu hulgas j\u00e4rgmisi punkte:<\/p>\n\n

    \n
  • Eesm\u00e4rk<\/li>\n\n\n\n
  • H\u00f5lmatud teenused<\/li>\n\n\n\n
  • V\u00e4listused<\/li>\n\n\n\n
  • Lepingupooled<\/li>\n\n\n\n
  • Rollid<\/li>\n\n\n\n
  • Vastutused<\/li>\n\n\n\n
  • Teenuse kvaliteedi m\u00e4\u00e4ratlus<\/li>\n\n\n\n
  • K\u00e4ttesaadavus, usaldusv\u00e4\u00e4rsus, hooldatavus<\/li>\n\n\n\n
  • M\u00f5\u00f5dikud<\/li>\n\n\n\n
  • \u00dclem- \/ alampiirid<\/li>\n\n\n\n
  • Veaklassid<\/li>\n\n\n\n
  • M\u00f5\u00f5tmismeetodid<\/li>\n\n\n\n
  • Aruandlus<\/li>\n\n\n\n
  • Reageerimisajad<\/li>\n\n\n\n
  • Turvameetmed<\/li>\n\n\n\n
  • T\u00f6\u00f6aeg<\/li>\n\n\n\n
  • Uuendused<\/li>\n\n\n\n
  • T\u00e4iendused<\/li>\n\n\n\n
  • Hooldusintervallid<\/li>\n\n\n\n
  • Hooldusaknad<\/li>\n\n\n\n
  • Erakorraline hooldus<\/li>\n\n\n\n
  • Toe t\u00fc\u00fcbid<\/li>\n\n\n\n
  • Toe tasemed<\/li>\n\n\n\n
  • \u00d5igused<\/li>\n\n\n\n
  • Suhtluskanalid<\/li>\n\n\n\n
  • Piletis\u00fcsteemid<\/li>\n\n\n\n
  • Keeled<\/li>\n\n\n\n
  • Lahtiolekuajad<\/li>\n\n\n\n
  • Ettev\u00f5tte puhkused<\/li>\n\n\n\n
  • Koolitused<\/li>\n\n\n\n
  • Arveldamine<\/li>\n\n\n\n
  • Kehtivusaeg<\/li>\n\n\n\n
  • \u00dcles\u00fctlemine<\/li>\n\n\n\n
  • Muudatused<\/li>\n\n\n\n
  • Sanktsioonid<\/li>\n\n\n\n
  • Boonused<\/li>\n\n\n\n
  • Vaidluste lahendamine<\/li>\n<\/ul>\n\n

    Nende punktide praktikas rakendatav, teenusepakkuja ettev\u00f5tte t\u00f6\u00f6protsessidele ja v\u00f5imekusele kohandatud kujundus on vastutuste v\u00e4ltimiseks h\u00e4davajalik.<\/p>\n","protected":false},"excerpt":{"rendered":"Teenusetaseme leping (SLA) K\u00e4ttesaadavus, veaparandus, hooldus, tugi, koolitus, edasiarendus \u2013 paljud teenusepakkujad ei defineeri nende teenuste ulatust t\u00e4pselt. Sellega annab teenusepakkuja end kliendi ootustele, mis on m\u00f5nikord \u00f5igustatud, m\u00f5nikord aga …","protected":false},"author":1,"featured_media":0,"parent":58409,"menu_order":34,"comment_status":"closed","ping_status":"open","template":"","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","footnotes":""},"categories":[1309,1340],"tags":[],"class_list":["post-62636","page","type-page","status-publish","hentry","category-it-oigus","category-lepinguoigus"],"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\/et\/author\/secondpromotion\/"},"uagb_comment_info":0,"uagb_excerpt":"Teenusetaseme leping (SLA) K\u00e4ttesaadavus, veaparandus, hooldus, tugi, koolitus, edasiarendus \u2013 paljud teenusepakkujad ei defineeri nende teenuste ulatust t\u00e4pselt. Sellega annab teenusepakkuja end kliendi ootustele, mis on m\u00f5nikord \u00f5igustatud, m\u00f5nikord aga ...","_links":{"self":[{"href":"https:\/\/harlander-partner.eu\/et\/wp-json\/wp\/v2\/pages\/62636","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/harlander-partner.eu\/et\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/harlander-partner.eu\/et\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/et\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/et\/wp-json\/wp\/v2\/comments?post=62636"}],"version-history":[{"count":0,"href":"https:\/\/harlander-partner.eu\/et\/wp-json\/wp\/v2\/pages\/62636\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/et\/wp-json\/wp\/v2\/pages\/58409"}],"wp:attachment":[{"href":"https:\/\/harlander-partner.eu\/et\/wp-json\/wp\/v2\/media?parent=62636"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/harlander-partner.eu\/et\/wp-json\/wp\/v2\/categories?post=62636"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/harlander-partner.eu\/et\/wp-json\/wp\/v2\/tags?post=62636"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}