contract when using a service
Purpose and usage
The "formal arrangement" that covers the provision of an information service is specific to the service consumer. The same information service can be offered to different consumers on different conditions.
The formal arrangements can take different forms e.g.
- a detailed, individualised contract
- a service level agreement (SLA)
- a memorandum of cooperation
- an online tick-box agreeing to a set of conditions
The series of regulations to be taken into account differs depending on the type of formal arrangement.
Correspondence with service description
A service description can form the starting point for the negotiations of the "formal arrangement" .
Service description is for the service. It is not a contract, can be updated over time
The service description e.g. contains the minimum offered quality of service.
Range of regulations to take into account is large. Difficult to give generic advice and map service description to the "formal arrangements".
Can also be e.g. an agreement that covers occasional use.
Using NM services involves a certificate, approval of a board...
Typical content that can be used to inform negotiation of the "formal arrangement" on e.g. quality of service, source of information, access and use conditions.
| Info | ||
|---|---|---|
| ||
Add to the diagram with the service artefacts e.g. definitions, overviews, descriptions. |
| Info |
|---|
An example of a difference in a SLA over a service description can be found in this discussion on SWIM-SERV-014 Quality of service. At the moment, it sounds like you do not want to commit to a given figure for the availability of the service. It is possible to state "best effort" in the service description. It is then possible to update the service description within the European SWIM Registry if you think an update is needed based on the feedback from operations. SWIM-SERV-014 concerns the quality of service that is offered. The figure is used to inform contract negotiations and the creation of a Service Level Agreement between the provider and consumer. Indeed, it is the figure in the SLA that most interests consumers. Therefore, the service description can stay as "best effort" until you are confident you can provide a more accurate figure. The exact figure can be included in the relevant SLAs. |
Regulated content
| Insert excerpt | ||||||
|---|---|---|---|---|---|---|
|
| Excerpt |
|---|
This |
It will:
- introduce SLAs
- agree terminology
- explain how they relate to the other service artefacts - how can a service description feed a SLA e.g.
- quality of service
- access and use - cost of using the service
- to do this we will look at any minimum (regulated) content. The content of SLAs is highly regulated.
| Table of Contents |
|---|
| Info |
|---|
Maybe we can have a follow up task if needed. Not part of first iteration.
|
Introduction
- A service-level agreement (SLA) is a commitment between a service provider and a client. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user. (wikipedia)
- is a written contract between a service provider and its customer to define the agreed level of quality of that service.
Characteristics:
in order to use a service
consider using a service
page manages the activities related to understanding formal arrangements. |
| Info |
|---|
The relationships between service overviews, service definitions and service descriptions is discussed on the Artefacts to describe services page. |
| Table of Contents |
|---|