{"id":42431,"date":"2021-03-16T11:37:11","date_gmt":"2021-03-16T10:37:11","guid":{"rendered":"https:\/\/harlander-partner.eu\/sla-acord-privind-nivelul-serviciilor\/"},"modified":"2025-11-25T13:09:26","modified_gmt":"2025-11-25T12:09:26","slug":"sla-acord-privind-nivelul-serviciilor","status":"publish","type":"page","link":"https:\/\/harlander-partner.eu\/ro\/termeni-si-conditii-generale-si-contracte\/sla-acord-privind-nivelul-serviciilor\/","title":{"rendered":"SLA \u2013 Acord privind nivelul serviciilor"},"content":{"rendered":"\n

Acord privind nivelul serviciilor (SLA)<\/h2>\n\n

Disponibilitate, depanare, \u00eentre\u021binere, asisten\u021b\u0103, instruire, dezvoltare ulterioar\u0103 \u2013 mul\u021bi furnizori de servicii nu definesc cu exactitate sfera acestor servicii.<\/p>\n\n

Astfel, furnizorul de servicii se pred\u0103 a\u0219tept\u0103rilor clientului, uneori justificate, alteori laice \u0219i nejustificate, care de multe ori sun\u0103 astfel: \u201eTotul, \u00eentotdeauna, imediat, inclus \u00een pre\u021b\u201d.<\/p>\n\n

Mai pu\u021bin evident este faptul c\u0103 furnizorul de servicii \u00ee\u0219i \u00eengreuneaz\u0103 astfel via\u021ba. Lipsa specifica\u021biilor duce inevitabil la servicii fluctuante, predispuse la erori \u0219i mai greu de calculat. <\/p>\n\n

Solu\u021bia pentru aceste probleme este \u201eAcordul privind nivelul serviciilor\u201d. Acordul privind nivelul serviciilor define\u0219te cu exactitate serviciile care trebuie prestate \u0219i reglementeaz\u0103 \u00eentreruperile necesare \u0219i neplanificate, precum \u0219i consecin\u021bele acestora. Astfel, serviciul devine planificabil pentru ambele p\u0103r\u021bi contractante. <\/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

Con\u021binutul SLA<\/h2>\n\n

Acordurile privind nivelul serviciilor (SLA) reglementeaz\u0103, printre altele, urm\u0103toarele puncte:<\/p>\n\n

    \n
  • Obiectiv<\/li>\n\n\n\n
  • Servicii incluse<\/li>\n\n\n\n
  • Excluderi<\/li>\n\n\n\n
  • P\u0103r\u021bile contractante<\/li>\n\n\n\n
  • Roluri<\/li>\n\n\n\n
  • Responsabilit\u0103\u021bi<\/li>\n\n\n\n
  • Definirea calit\u0103\u021bii serviciilor<\/li>\n\n\n\n
  • Disponibilitate, fiabilitate, mentenabilitate<\/li>\n\n\n\n
  • Indicatori cheie de performan\u021b\u0103<\/li>\n\n\n\n
  • Limite superioare \/ inferioare<\/li>\n\n\n\n
  • Clase de erori<\/li>\n\n\n\n
  • Metode de m\u0103surare<\/li>\n\n\n\n
  • Raportare<\/li>\n\n\n\n
  • Timpi de reac\u021bie<\/li>\n\n\n\n
  • M\u0103suri de securitate<\/li>\n\n\n\n
  • Uptime<\/li>\n\n\n\n
  • Actualiz\u0103ri<\/li>\n\n\n\n
  • Upgrade-uri<\/li>\n\n\n\n
  • Intervale de \u00eentre\u021binere<\/li>\n\n\n\n
  • Fereastr\u0103 de \u00eentre\u021binere<\/li>\n\n\n\n
  • \u00centre\u021binere extraordinar\u0103<\/li>\n\n\n\n
  • Tipuri de asisten\u021b\u0103<\/li>\n\n\n\n
  • Niveluri de asisten\u021b\u0103<\/li>\n\n\n\n
  • Autoriza\u021bii<\/li>\n\n\n\n
  • C\u0103i de comunicare<\/li>\n\n\n\n
  • Sisteme de ticketing<\/li>\n\n\n\n
  • Limbi<\/li>\n\n\n\n
  • Program de lucru<\/li>\n\n\n\n
  • Concedii de func\u021bionare<\/li>\n\n\n\n
  • Instruiri<\/li>\n\n\n\n
  • Decontare<\/li>\n\n\n\n
  • Durat\u0103<\/li>\n\n\n\n
  • Reziliere<\/li>\n\n\n\n
  • Modific\u0103ri<\/li>\n\n\n\n
  • Sanc\u021biuni<\/li>\n\n\n\n
  • Bonusuri<\/li>\n\n\n\n
  • Solu\u021bionarea litigiilor<\/li>\n<\/ul>\n\n

    O structur\u0103 adecvat\u0103 pentru utilizare practic\u0103, adaptat\u0103 la procesele opera\u021bionale \u0219i la capacitatea de performan\u021b\u0103 a companiei furnizorului de servicii, este absolut necesar\u0103 pentru a evita r\u0103spunderile.<\/p>\n","protected":false},"excerpt":{"rendered":"Acord privind nivelul serviciilor (SLA) Disponibilitate, depanare, \u00eentre\u021binere, asisten\u021b\u0103, instruire, dezvoltare ulterioar\u0103 \u2013 mul\u021bi furnizori de servicii nu definesc cu exactitate sfera acestor servicii. Astfel, furnizorul de servicii se pred\u0103 …","protected":false},"author":1,"featured_media":0,"parent":43701,"menu_order":34,"comment_status":"closed","ping_status":"open","template":"","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","footnotes":""},"categories":[931,932],"tags":[],"class_list":["post-42431","page","type-page","status-publish","hentry","category-drept-contractual","category-dreptul-it"],"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\/ro\/author\/secondpromotion\/"},"uagb_comment_info":0,"uagb_excerpt":"Acord privind nivelul serviciilor (SLA) Disponibilitate, depanare, \u00eentre\u021binere, asisten\u021b\u0103, instruire, dezvoltare ulterioar\u0103 \u2013 mul\u021bi furnizori de servicii nu definesc cu exactitate sfera acestor servicii. Astfel, furnizorul de servicii se pred\u0103 ...","_links":{"self":[{"href":"https:\/\/harlander-partner.eu\/ro\/wp-json\/wp\/v2\/pages\/42431","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/harlander-partner.eu\/ro\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/harlander-partner.eu\/ro\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/ro\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/ro\/wp-json\/wp\/v2\/comments?post=42431"}],"version-history":[{"count":0,"href":"https:\/\/harlander-partner.eu\/ro\/wp-json\/wp\/v2\/pages\/42431\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/ro\/wp-json\/wp\/v2\/pages\/43701"}],"wp:attachment":[{"href":"https:\/\/harlander-partner.eu\/ro\/wp-json\/wp\/v2\/media?parent=42431"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/harlander-partner.eu\/ro\/wp-json\/wp\/v2\/categories?post=42431"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/harlander-partner.eu\/ro\/wp-json\/wp\/v2\/tags?post=42431"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}