The Consumer Agency is the authority responsible for en whom the contractual conditions are not unfair to consumers. Service Level Management (SLM) is generally referred to as service level management. This is the process used to negotiate service level agreements between the customer and the supplier and ensure that the terms of the agreements are met. SLM should ensure that all other processes used in ITSM support achieve the agreed level of service. This includes verifying that all SLAs have viable service level objectives, including OLA and UC. Service Level Management verifies and reports on service level in approved service level agreements. In addition, SLM is used to regularly check the service with customers and suppliers, identify necessary improvements, and report and verify implemented improvements. SLM should be used by both the customer and the supplier. According to best practices, an organization should have one SLA per vendor. Such agreements should cover all services provided by the supplier. This simplifies the process, as the framework conditions are the same and the services often have the same level of service.
The SLAs can then be updated to add new services or remove expired services. There is no limit to the number of services that can be included in an agreement. However, according to best practice, an agreement should be concluded for each supplier, including internal suppliers. It helps to manage customer expectations by explicitly stating them and ensuring that the supplier understands them. At the same time, the customer understands the service he receives as part of the agreement. An ambiguous condition in a standard contract, i.e. a contract pre-established by the company and which you could not influence as a consumer, should be interpreted in favour of the consumer under the law. It is important to use and consistently apply all parts of the SLA. The agreement must be notified and verified by both the customer and the supplier. If the set level of performance of the contract is not achieved or if one of the parties does not comply with its obligations under the agreement, they must agree on the measures to be taken to examine and resolve these problems. If there are penalties for violations, they must be enforced. One of the most common reasons why SLA is not able to cooperate with external suppliers is that it does not consistently guarantee the implementation of all parts of the agreement.
This includes reporting in the agreed format and providing services according to the agreed schedule, as well as enforcing sanctions if they were to be used. If this is not the case, it is more likely that the provider will not meet its obligations with respect to the application of the SLA. However, if both parties go through the agreement and identify possible problems, the agreement can be adjusted with the same process that was used for the creation of the document. Abusive contractual conditions towards the consumer may be prohibited by the patent and market court. .