{"id":62705,"date":"2021-03-16T11:37:11","date_gmt":"2021-03-16T10:37:11","guid":{"rendered":"https:\/\/harlander-partner.eu\/allmanna-villkor-och-avtal\/sla-service-level-agreement\/"},"modified":"2025-11-26T02:37:51","modified_gmt":"2025-11-26T01:37:51","slug":"sla-service-level-agreement","status":"publish","type":"page","link":"https:\/\/harlander-partner.eu\/sv\/allmanna-villkor-och-avtal\/sla-service-level-agreement\/","title":{"rendered":"SLA \u2013 Service Level Agreement"},"content":{"rendered":"\n

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

Tillg\u00e4nglighet, fels\u00f6kning, underh\u00e5ll, support, utbildning, vidareutveckling \u2013 m\u00e5nga tj\u00e4nsteleverant\u00f6rer definierar inte omfattningen av dessa tj\u00e4nster exakt.<\/p>\n\n

Detta g\u00f6r att tj\u00e4nsteleverant\u00f6ren hamnar i kundens ibland ber\u00e4ttigade, ibland lekmannam\u00e4ssiga och ober\u00e4ttigade f\u00f6rv\u00e4ntningar, som alltf\u00f6r ofta lyder: ”Allt, alltid, omedelbart, inkluderat i priset.”<\/p>\n\n

Mindre uppenbart \u00e4r att tj\u00e4nsteleverant\u00f6ren g\u00f6r livet sv\u00e5rt f\u00f6r sig sj\u00e4lv. Bristande specifikationer leder oundvikligen till varierande, felben\u00e4gna och sv\u00e5rber\u00e4knade tj\u00e4nster. <\/p>\n\n

L\u00f6sningen p\u00e5 dessa problem \u00e4r ”Service Level Agreement”. Service Level Agreement definierar exakt de tj\u00e4nster som ska tillhandah\u00e5llas och reglerar n\u00f6dv\u00e4ndiga och oplanerade avbrott samt deras konsekvenser. Detta g\u00f6r tj\u00e4nsten f\u00f6ruts\u00e4gbar f\u00f6r b\u00e5da avtalsparterna. <\/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-inneh\u00e5ll<\/h2>\n\n

Service Level Agreements (SLA) reglerar bland annat f\u00f6ljande punkter:<\/p>\n\n

    \n
  • M\u00e5ls\u00e4ttning<\/li>\n\n\n\n
  • Omfattade tj\u00e4nster<\/li>\n\n\n\n
  • Undantag<\/li>\n\n\n\n
  • Avtalsparter<\/li>\n\n\n\n
  • Roller<\/li>\n\n\n\n
  • Ansvar<\/li>\n\n\n\n
  • Definition av servicekvalitet<\/li>\n\n\n\n
  • Tillg\u00e4nglighet, tillf\u00f6rlitlighet, underh\u00e5llbarhet<\/li>\n\n\n\n
  • Nyckeltal<\/li>\n\n\n\n
  • \u00d6vre\/undre gr\u00e4nser<\/li>\n\n\n\n
  • Felklasser<\/li>\n\n\n\n
  • M\u00e4tmetoder<\/li>\n\n\n\n
  • Rapportering<\/li>\n\n\n\n
  • Reaktionstider<\/li>\n\n\n\n
  • S\u00e4kerhets\u00e5tg\u00e4rder<\/li>\n\n\n\n
  • Drifttid<\/li>\n\n\n\n
  • Uppdateringar<\/li>\n\n\n\n
  • Uppgraderingar<\/li>\n\n\n\n
  • Underh\u00e5llsintervaller<\/li>\n\n\n\n
  • Underh\u00e5llsf\u00f6nster<\/li>\n\n\n\n
  • Extraordin\u00e4rt underh\u00e5ll<\/li>\n\n\n\n
  • Supporttyper<\/li>\n\n\n\n
  • Supportniv\u00e5er<\/li>\n\n\n\n
  • Beh\u00f6righeter<\/li>\n\n\n\n
  • Kommunikationsv\u00e4gar<\/li>\n\n\n\n
  • Ticketsystem<\/li>\n\n\n\n
  • Spr\u00e5k<\/li>\n\n\n\n
  • \u00d6ppettider<\/li>\n\n\n\n
  • Verksamhetssemester<\/li>\n\n\n\n
  • Utbildningar<\/li>\n\n\n\n
  • Fakturering<\/li>\n\n\n\n
  • L\u00f6ptid<\/li>\n\n\n\n
  • Upps\u00e4gning<\/li>\n\n\n\n
  • \u00c4ndringar<\/li>\n\n\n\n
  • Sanktioner<\/li>\n\n\n\n
  • Bonusar<\/li>\n\n\n\n
  • Tvistl\u00f6sning<\/li>\n<\/ul>\n\n

    En praktiskt anv\u00e4ndbar utformning av dessa punkter, anpassad till f\u00f6retagets verksamhet och tj\u00e4nsteleverant\u00f6rens prestanda, \u00e4r absolut n\u00f6dv\u00e4ndig f\u00f6r att undvika ansvar.<\/p>\n","protected":false},"excerpt":{"rendered":"Service Level Agreement (SLA) Tillg\u00e4nglighet, fels\u00f6kning, underh\u00e5ll, support, utbildning, vidareutveckling \u2013 m\u00e5nga tj\u00e4nsteleverant\u00f6rer definierar inte omfattningen av dessa tj\u00e4nster exakt. Detta g\u00f6r att tj\u00e4nsteleverant\u00f6ren hamnar i kundens ibland ber\u00e4ttigade, ibland …","protected":false},"author":1,"featured_media":0,"parent":58464,"menu_order":34,"comment_status":"closed","ping_status":"open","template":"","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","footnotes":""},"categories":[1347,1316],"tags":[],"class_list":["post-62705","page","type-page","status-publish","hentry","category-avtalsraett","category-it-raett"],"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\/sv\/author\/secondpromotion\/"},"uagb_comment_info":0,"uagb_excerpt":"Service Level Agreement (SLA) Tillg\u00e4nglighet, fels\u00f6kning, underh\u00e5ll, support, utbildning, vidareutveckling \u2013 m\u00e5nga tj\u00e4nsteleverant\u00f6rer definierar inte omfattningen av dessa tj\u00e4nster exakt. Detta g\u00f6r att tj\u00e4nsteleverant\u00f6ren hamnar i kundens ibland ber\u00e4ttigade, ibland ...","_links":{"self":[{"href":"https:\/\/harlander-partner.eu\/sv\/wp-json\/wp\/v2\/pages\/62705","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/harlander-partner.eu\/sv\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/harlander-partner.eu\/sv\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/sv\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/sv\/wp-json\/wp\/v2\/comments?post=62705"}],"version-history":[{"count":0,"href":"https:\/\/harlander-partner.eu\/sv\/wp-json\/wp\/v2\/pages\/62705\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/harlander-partner.eu\/sv\/wp-json\/wp\/v2\/pages\/58464"}],"wp:attachment":[{"href":"https:\/\/harlander-partner.eu\/sv\/wp-json\/wp\/v2\/media?parent=62705"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/harlander-partner.eu\/sv\/wp-json\/wp\/v2\/categories?post=62705"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/harlander-partner.eu\/sv\/wp-json\/wp\/v2\/tags?post=62705"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}