{"id":44169,"date":"2021-03-16T11:37:11","date_gmt":"2021-03-16T10:37:11","guid":{"rendered":"https:\/\/harlander-partner.eu\/vop-a-zmluvy\/sla-dohoda-o-urovni-sluzieb\/"},"modified":"2025-11-25T13:31:26","modified_gmt":"2025-11-25T12:31:26","slug":"sla-dohoda-o-urovni-sluzieb","status":"publish","type":"page","link":"https:\/\/harlander-partner.eu\/sk\/vop-a-zmluvy\/sla-dohoda-o-urovni-sluzieb\/","title":{"rendered":"SLA \u2013 Dohoda o \u00farovni slu\u017eieb"},"content":{"rendered":"\n

Dohoda o \u00farovni slu\u017eieb (SLA)<\/h2>\n\n

Dostupnos\u0165, odstra\u0148ovanie ch\u00fdb, \u00fadr\u017eba, podpora, \u0161kolenie, \u010fal\u0161\u00ed rozvoj \u2013 mnoh\u00ed poskytovatelia slu\u017eieb nedefinuj\u00fa rozsah t\u00fdchto slu\u017eieb presne.<\/p>\n\n

T\u00fdm sa poskytovate\u013e slu\u017eieb vystavuje niekedy opr\u00e1vnen\u00fdm, niekedy laick\u00fdm a neopr\u00e1vnen\u00fdm o\u010dak\u00e1vaniam z\u00e1kazn\u00edka, ktor\u00e9 pr\u00edli\u0161 \u010dasto znej\u00fa: \u201eV\u0161etko, v\u017edy, okam\u017eite, v cene.\u201c<\/p>\n\n

Menej zrejm\u00e9 je, \u017ee si t\u00fdm poskytovate\u013e slu\u017eieb s\u0165a\u017euje \u017eivot aj s\u00e1m sebe. Nedostatok \u0161pecifik\u00e1ci\u00ed nevyhnutne vedie k kol\u00edsav\u00fdm, chybov\u00fdm a \u0165a\u017e\u0161ie vypo\u010d\u00edtate\u013en\u00fdm slu\u017eb\u00e1m. <\/p>\n\n

Rie\u0161en\u00edm t\u00fdchto probl\u00e9mov je \u201eDohoda o \u00farovni slu\u017eieb\u201c. Dohoda o \u00farovni slu\u017eieb presne definuje poskytovan\u00e9 slu\u017eby a upravuje potrebn\u00e9 a mimoriadne preru\u0161enia, ako aj ich d\u00f4sledky. T\u00fdm sa st\u00e1va poskytovanie slu\u017eieb pre obe zmluvn\u00e9 strany pl\u00e1novate\u013en\u00e9. <\/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

Dohody o \u00farovni slu\u017eieb (SLA) okrem in\u00e9ho upravuj\u00fa nasleduj\u00face body:<\/p>\n\n

    \n
  • Cie\u013e<\/li>\n\n\n\n
  • Rozsah slu\u017eieb<\/li>\n\n\n\n
  • V\u00fdluky<\/li>\n\n\n\n
  • Zmluvn\u00e9 strany<\/li>\n\n\n\n
  • \u00dalohy<\/li>\n\n\n\n
  • Zodpovednosti<\/li>\n\n\n\n
  • Defin\u00edcia kvality slu\u017eieb<\/li>\n\n\n\n
  • Dostupnos\u0165, spo\u013eahlivos\u0165, udr\u017eiavate\u013enos\u0165<\/li>\n\n\n\n
  • K\u013e\u00fa\u010dov\u00e9 ukazovatele<\/li>\n\n\n\n
  • Horn\u00e9 \/ Doln\u00e9 limity<\/li>\n\n\n\n
  • Triedy ch\u00fdb<\/li>\n\n\n\n
  • Met\u00f3dy merania<\/li>\n\n\n\n
  • Reportovanie<\/li>\n\n\n\n
  • Reak\u010dn\u00e9 \u010dasy<\/li>\n\n\n\n
  • Bezpe\u010dnostn\u00e9 opatrenia<\/li>\n\n\n\n
  • Doba prev\u00e1dzky<\/li>\n\n\n\n
  • Aktualiz\u00e1cie<\/li>\n\n\n\n
  • Inov\u00e1cie<\/li>\n\n\n\n
  • Intervaly \u00fadr\u017eby<\/li>\n\n\n\n
  • Servisn\u00e9 okn\u00e1<\/li>\n\n\n\n
  • Mimoriadna \u00fadr\u017eba<\/li>\n\n\n\n
  • Typy podpory<\/li>\n\n\n\n
  • \u00darovne podpory<\/li>\n\n\n\n
  • Opr\u00e1vnenia<\/li>\n\n\n\n
  • Komunika\u010dn\u00e9 kan\u00e1ly<\/li>\n\n\n\n
  • Tiketovacie syst\u00e9my<\/li>\n\n\n\n
  • Jazyky<\/li>\n\n\n\n
  • Otv\u00e1racie hodiny<\/li>\n\n\n\n
  • Celoz\u00e1vodn\u00e9 dovolenky<\/li>\n\n\n\n
  • \u0160kolenia<\/li>\n\n\n\n
  • Faktur\u00e1cia<\/li>\n\n\n\n
  • Doba platnosti<\/li>\n\n\n\n
  • V\u00fdpove\u010f<\/li>\n\n\n\n
  • Zmeny<\/li>\n\n\n\n
  • Sankcie<\/li>\n\n\n\n
  • Bonusy<\/li>\n\n\n\n
  • Rie\u0161enie sporov<\/li>\n<\/ul>\n\n

    Prakticky pou\u017eite\u013en\u00e9 vypracovanie t\u00fdchto bodov, prisp\u00f4soben\u00e9 prev\u00e1dzkov\u00fdm procesom a v\u00fdkonnosti spolo\u010dnosti poskytovate\u013ea slu\u017eieb, je absol\u00fatne nevyhnutn\u00e9 na zabr\u00e1nenie zodpovednostiam.<\/p>\n","protected":false},"excerpt":{"rendered":"Dohoda o \u00farovni slu\u017eieb (SLA) Dostupnos\u0165, odstra\u0148ovanie ch\u00fdb, \u00fadr\u017eba, podpora, \u0161kolenie, \u010fal\u0161\u00ed rozvoj \u2013 mnoh\u00ed poskytovatelia slu\u017eieb nedefinuj\u00fa rozsah t\u00fdchto slu\u017eieb presne. T\u00fdm sa poskytovate\u013e slu\u017eieb vystavuje niekedy opr\u00e1vnen\u00fdm, niekedy …","protected":false},"author":1,"featured_media":0,"parent":43722,"menu_order":34,"comment_status":"closed","ping_status":"open","template":"","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","footnotes":""},"categories":[975,974],"tags":[],"class_list":["post-44169","page","type-page","status-publish","hentry","category-it-pravo","category-zmluvne-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\/sk\/author\/secondpromotion\/"},"uagb_comment_info":0,"uagb_excerpt":"Dohoda o \u00farovni slu\u017eieb (SLA) Dostupnos\u0165, odstra\u0148ovanie ch\u00fdb, \u00fadr\u017eba, podpora, \u0161kolenie, \u010fal\u0161\u00ed rozvoj \u2013 mnoh\u00ed poskytovatelia slu\u017eieb nedefinuj\u00fa rozsah t\u00fdchto slu\u017eieb presne. T\u00fdm sa poskytovate\u013e slu\u017eieb vystavuje niekedy opr\u00e1vnen\u00fdm, niekedy ...","_links":{"self":[{"href":"https:\/\/harlander-partner.eu\/sk\/wp-json\/wp\/v2\/pages\/44169","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/harlander-partner.eu\/sk\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/harlander-partner.eu\/sk\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/sk\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/sk\/wp-json\/wp\/v2\/comments?post=44169"}],"version-history":[{"count":0,"href":"https:\/\/harlander-partner.eu\/sk\/wp-json\/wp\/v2\/pages\/44169\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/sk\/wp-json\/wp\/v2\/pages\/43722"}],"wp:attachment":[{"href":"https:\/\/harlander-partner.eu\/sk\/wp-json\/wp\/v2\/media?parent=44169"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/harlander-partner.eu\/sk\/wp-json\/wp\/v2\/categories?post=44169"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/harlander-partner.eu\/sk\/wp-json\/wp\/v2\/tags?post=44169"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}