O QUE É SLA: ENTENDA O SIGNIFICADO DE SERVICE LEVEL AGREEMENT

O QUE É SLA: ENTENDA O SIGNIFICADO DE SERVICE LEVEL AGREEMENT

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O QUE É SLA: ENTENDA O SIGNIFICADO DE SERVICE LEVEL AGREEMENT

O QUE É SLA

Você já se questionou o que é SLA? Confira o nosso post para ficar por dentro do assunto!

O mercado de tecnologia da informação já está consolidado no Brasil. Por isso, embora estejamos passando por um período de desaceleração econômica, as empresas não podem reduzir investimentos em tecnologia se ainda quiserem se manter competitivas.

Com o amadurecimento do setor, é fundamental que as boas práticas também sejam estimuladas. Afinal de contas, o crescimento precisa vir acompanhado da credibilidade, certo?

Portanto, entre as práticas que mais estimulam a credibilidade, podemos citar as cláusulas de SLA. É por meio desse documento, ou acordo de nível de serviço, que estabelecemos com clareza as metas e o relacionamento que teremos com os nossos clientes.

Continue acompanhando e entenda o significado de SLA e como implementá-lo na sua empresa. 😎

O que é SLA ou Service Level Agreement?

O Service Level Agreement (SLA) — ou Acordo de Nível de Serviço (ANS), em português — é fundamental para qualquer contrato de prestação de serviços na TI. Refere-se à especificação, em termos mensuráveis e claros, de todos os serviços que o contratante pode esperar do fornecedor na negociação.

Além disso, apresenta metas de nível de serviço, termos de compromisso, prazos de contratos, suporte técnico, entre outros. Em outras palavras, é um esclarecimento técnico do contrato.

É importante deixar ressaltar que o SLA é um documento exigido em qualquer relação contratual de TI. Ele está descrito na ABNT NBR ISO-IEC 20000-1 e deve ser revisto periodicamente para que tenha maior efetividade.

Apenas com a revisão feita continuamente o contratante terá a garantia de que a empresa de TI oferecerá suporte em todas as etapas do processo. Afinal, cada uma delas requer cuidados e serviços diferenciados.

A importância do Service Level Agreement e dos indicadores e métricas

Com o estabelecimento do SLA, não só a empresa contratante, como a própria prestadora de serviço, podem ter diversas garantias de que o vínculo será transparente e produtivo. Por isso, mencionamos o impacto do SLA na credibilidade de todo o setor.

Para o contratante, por exemplo, é possível prever multas no caso de descumprimento de quaisquer serviços ou metas estabelecidas, o que pode tranquilizar o gestor com relação ao contrato firmado.

Por outro lado, a empresa prestadora de serviços também se protege contra quaisquer abusos ou cobranças indevidas por parte da empresa contratante. Isso é possível porque a contratada trabalhará com base em um roteiro pré-estabelecido.

Por exemplo, na contratação de equipe especializado na medida certa ou na elaboração de planos de ação contingenciais para conseguir atender às metas de serviço definidas. Essas medidas favorecem, inclusive, o próprio planejamento interno.

É importante deixar claro que o SLA deve ser gerenciado, dando origem ao que chamamos de SLM (Service Level Management) ou GNS (Gerenciamento de Nível de Serviço). Para que essa tarefa seja eficaz, é preciso contar com uma série de indicadores que possibilitam uma relação de transparência entre a empresa de TI e os seus clientes, como os indicadores de disponibilidade (Service Availability) e os de tempo de resposta entre as falhas (MTBF).

Exemplos de SLAs

Geralmente os SLAs são utilizados tanto em relações contratuais entre empresas como nas relações de serviços entre as áreas de uma mesma organização. Um exemplo de SLA definido entre empresas seria um acordo de 99,8% de disponibilidade de internet junto a operadoras ou de infraestrutura virtual.

Já um acordo interno entre áreas de uma organização poderia ser a disponibilidade de sistemas críticos ao negócio que não podem nunca ser interrompidos, como um sistema que impacta as vendas de uma empresa — um CRM, por exemplo — ou a plataforma de comércio eletrônico.

A garantia de fornecedores de tecnologia mediante um acordo de nível de serviço, além de fornecer segurança para um contrato, tem como objetivo possibilitar um planejamento sobre os investimentos. Afinal, com base nos valores, na garantia e no impacto financeiro da aplicação dos recursos, é possível trabalhar com resultados mensuráveis.

Diferenças entre um SLA e um KPI

Definitivamente, os acordos de nível de serviço e os principais indicadores de desempenho estão intimamente relacionados, mas são claramente diferentes. Um SLA é voltado para o futuro, enquanto os KPIs (indicadores chaves de desempenho) se concentram no desempenho passado.

Enquanto que um SLA definirá os comparativos de mercado com antecedência para você avaliar o desempenho no futuro próximo, os KPIs que você escolher medirão o desempenho do seu negócio em relação a esses benchmarks com o passar do tempo. Seu SLA pode até especificar quais indicadores de desempenho serão usados. ?

Você pode ter um contrato de nível de serviço para definir expectativas com um fornecedor que fornece suprimentos ou serviços para sua empresa. Ou você pode ter um contrato de nível de serviço para documentar as expectativas de sua contribuição para seus clientes ou parceiros de negócios. Seu SLA pode definir os padrões de prazos, níveis de qualidade ou a quantidade de serviço que você espera que um acordo de negócios inclua.

Quais são os cuidados necessários na elaboração do SLA?

É muito importante que a empresa prestadora elabore uma lista com os principais riscos relacionados às entregas. Ao determinar o que é prioridade, você consegue reduzir o risco de não obedecer aos prazos determinados ou de não corresponder às expectativas do cliente.

Primeiramente, a empresa prestadora tem que estar sempre disposta a atender seu cliente. Porém isso não significa que o problema será resolvido naquele mesmo dia. Por isso, é muito importante constar nas cláusulas contratuais qual a diferença entre o prazo para resolver o problema e o tempo para prestar o atendimento.

Também se faz necessário treinar a equipe técnica, oferecendo cursos para que os funcionários estejam sempre atualizados diante do competitivo mercado em que atuam. É preciso planejar para prestar serviços satisfatórios. O planejamento deve ser cuidadoso e considerar os prazos e recursos.

Lembre-se: só ofereça um prazo que possa cumprir!

Qual a relação entre SLA e o atendimento ao cliente?

Um SLA acordado entre o cliente e uma empresa prestadora de serviços é de suma importância, pois define as obrigações de todas as partes envolvidas. Isso fortalece a confiança entre as partes.

É essencial também que todos os prazos referentes ao atendimento e aos detalhes e à solução dos problemas sejam detalhados de modo bastante claro. Devem estar descritas de maneira bem compreensível as vantagens que o usuário tem sobre os serviços solicitados pela instituição.

Para não haver situações de conflito, é importante deixar claros todos os termos de funcionamento do SLA. Quando todos os detalhes estão apresentados de maneira objetiva, os clientes entendem claramente o documento, evitando divergências e estabelecendo um ótimo relacionamento com os clientes.

Quais são os tipos de SLA

O SLA pode ser elaborado de diferentes formas, pelo fato de não ser um contrato inflexível. É muito importante conhecer os tipos de SLA para definir o que mais se ajusta à sua necessidade. Conheça dois tipos de SLA:

1. SLA focado no cliente

Este tipo organiza as obrigações, as exigências e as expectativas em função do cliente. Para cada cliente é preparado um SLA diferente, levando em consideração o tipo de serviço que o cliente demanda. O gerenciamento desse modelo voltado ao cliente é mais complicado por ser mais específico. É preciso lembrar que cada mudança que houver no contrato deve ser descrita no documento, e ambas as partes precisam assinar.

Para as empresas prestadoras de serviço, de modo geral, essa não é a melhor opção de contrato. No entanto, cabe ao responsável pela empresa analisar se é viável e possível fazer um SLA focado no cliente.

2. SLA focado no serviço

Esse é o modelo mais simplificado de SLA, pois é voltado aos serviços prestados pelo fornecedor e, por conta disso, pode ser aplicado sem alterações para todo e qualquer cliente. O SLA focado no serviço pode ser ideal caso haja uma vasta gama de clientes para os serviços que você presta. É um boa forma de padronizar a qualidade dos serviços oferecidos

Nesse tipo de SLA, não será permitido o acréscimo de itens específicos para cada cliente, transformando-se assim em um modelo mais rígido que o anterior. Geralmente ressalta pontos como segurança, disponibilidade e garantias entre as partes.

Créditos: cio

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