{"id":44177,"date":"2021-03-16T11:37:11","date_gmt":"2021-03-16T10:37:11","guid":{"rendered":"https:\/\/harlander-partner.eu\/opci-uvjeti-poslovanja-agb-i-ugovori\/sla-ugovor-o-razini-usluge\/"},"modified":"2025-11-25T13:31:26","modified_gmt":"2025-11-25T12:31:26","slug":"sla-ugovor-o-razini-usluge","status":"publish","type":"page","link":"https:\/\/harlander-partner.eu\/hr\/opci-uvjeti-poslovanja-agb-i-ugovori\/sla-ugovor-o-razini-usluge\/","title":{"rendered":"SLA \u2013 Ugovor o razini usluge"},"content":{"rendered":"\n

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

Dostupnost, otklanjanje pogre\u0161aka, odr\u017eavanje, podr\u0161ka, obuka, daljnji razvoj \u2013 mnogi pru\u017eatelji usluga ne definiraju to\u010dno opseg ovih usluga.<\/p>\n\n

Time se pru\u017eatelj usluga prepu\u0161ta ponekad opravdanim, ponekad lai\u010dkim i neopravdanim o\u010dekivanjima klijenta, koja pre\u010desto glase: “Sve, uvijek, odmah, uklju\u010deno u cijenu.”<\/p>\n\n

Manje je o\u010dito da si pru\u017eatelj usluga time ote\u017eava \u017eivot. Nedostatak smjernica neizbje\u017eno dovodi do kolebljivih, pogre\u0161kama sklonih i te\u017ee izra\u010dunljivih usluga. <\/p>\n\n

Rje\u0161enje za ove probleme je “Ugovor o razini usluge”. Ugovor o razini usluge to\u010dno definira usluge koje se pru\u017eaju i regulira potrebne i neplanirane prekide, kao i njihove posljedice. Time se usluga mo\u017ee planirati 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 razini usluge (SLA) reguliraju, izme\u0111u ostalog, sljede\u0107e to\u010dke:<\/p>\n\n

    \n
  • Cilj<\/li>\n\n\n\n
  • Obuhva\u0107ene usluge<\/li>\n\n\n\n
  • Isklju\u010denja<\/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 kvalitete usluge<\/li>\n\n\n\n
  • Dostupnost, pouzdanost, mogu\u0107nost odr\u017eavanja<\/li>\n\n\n\n
  • Klju\u010dni pokazatelji uspje\u0161nosti<\/li>\n\n\n\n
  • Gornje \/ Donje granice<\/li>\n\n\n\n
  • Klase pogre\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 neprekidnog 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
  • Prozori za odr\u017eavanje<\/li>\n\n\n\n
  • Izvanredno odr\u017eavanje<\/li>\n\n\n\n
  • Vrste podr\u0161ke<\/li>\n\n\n\n
  • Razine podr\u0161ke<\/li>\n\n\n\n
  • Ovla\u0161tenja<\/li>\n\n\n\n
  • Komunikacijski kanali<\/li>\n\n\n\n
  • Sustavi za upravljanje zahtjevima<\/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
  • Otkaz<\/li>\n\n\n\n
  • Promjene<\/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 izvedba ovih to\u010daka, prilago\u0111ena operativnim procesima i u\u010dinkovitosti tvrtke pru\u017eatelja usluga, apsolutno je neophodna kako bi se izbjegle odgovornosti.<\/p>\n","protected":false},"excerpt":{"rendered":"Ugovor o razini usluge (SLA) Dostupnost, otklanjanje pogre\u0161aka, odr\u017eavanje, podr\u0161ka, obuka, daljnji razvoj \u2013 mnogi pru\u017eatelji usluga ne definiraju to\u010dno opseg ovih usluga. Time se pru\u017eatelj usluga prepu\u0161ta ponekad opravdanim, …","protected":false},"author":1,"featured_media":0,"parent":43710,"menu_order":34,"comment_status":"closed","ping_status":"open","template":"","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","footnotes":""},"categories":[959,971],"tags":[],"class_list":["post-44177","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\/hr\/author\/secondpromotion\/"},"uagb_comment_info":0,"uagb_excerpt":"Ugovor o razini usluge (SLA) Dostupnost, otklanjanje pogre\u0161aka, odr\u017eavanje, podr\u0161ka, obuka, daljnji razvoj \u2013 mnogi pru\u017eatelji usluga ne definiraju to\u010dno opseg ovih usluga. Time se pru\u017eatelj usluga prepu\u0161ta ponekad opravdanim, ...","_links":{"self":[{"href":"https:\/\/harlander-partner.eu\/hr\/wp-json\/wp\/v2\/pages\/44177","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/harlander-partner.eu\/hr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/harlander-partner.eu\/hr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/hr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/hr\/wp-json\/wp\/v2\/comments?post=44177"}],"version-history":[{"count":0,"href":"https:\/\/harlander-partner.eu\/hr\/wp-json\/wp\/v2\/pages\/44177\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/hr\/wp-json\/wp\/v2\/pages\/43710"}],"wp:attachment":[{"href":"https:\/\/harlander-partner.eu\/hr\/wp-json\/wp\/v2\/media?parent=44177"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/harlander-partner.eu\/hr\/wp-json\/wp\/v2\/categories?post=44177"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/harlander-partner.eu\/hr\/wp-json\/wp\/v2\/tags?post=44177"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}