It is a system that Cloud service providers and telecommunications service providers to declare their own "Service Quality" and to make refund, etc. when the actual service falls below the standard. In this "Cloud-first" era, you might have seen or heard it even if you are not in the IT industry.
The following Workflow is a Business Process for a service provider to make "refund,etc."
Although this may be unfamiliar to general people, the SLA system actually is mostly starts the flow of refunding, etc. when receiving "Claims from Users". Well, it sounds like "System to refund after receiving the complaint", but it is so in reality...
However, any softwares contains bugs. Also in the specifications that are believed secure in the world, there is always weakness. And yet, use styles of the user side are infinite variety. Some people would be stuck, some people wouldn't. It might be an unavoidable method, because to "carry out the refund, etc." under such circumstances.
[SLA Claim]
This Workflow will be started when "there is an entry (claiming) into published Web form". It is nothing special, it is a similar flow as "Inquiry corresponding flow" or "Complaint handling flow". Although it is the royal road in such a "Response Process", also this Workflow is set to automatically record such as "Claim accepted time", "Primary answer time", and "Final response time".
By the way, this SLA system will be introduced not only in "Cloud service" or "Telecommunication service" but also in various service industries, such as "Logistic service" and "Outsourcing contract services" in the future. The role played by the information system will become increasingly important.
[SLA Claim: "Web form" screen]
<Examples of SLA in Cloud companies>
- Google Apps Service Level Agreement
https://www.google.com/apps/intl/en-GB/terms/sla.html - Microsoft Online Services Level Agreement
https://technet.microsoft.com/en-us/library/office-365-service-level-agreement.aspx - Amazon EC2 Service Level Agreement
https://aws.amazon.com/ec2/sla/
(* All the files are written in Japanese)
- "Guidelines for SLA Introduction to Government Procurement of the Information System" Ministry of Economy, Trade and Industry. 2004）
http://www.meti.go.jp/policy/it_policy/tyoutatu/sla-guideline.pdf - "Guidelines of SLA for private sector IT system" (JEITA 2008)
http://home.jeita.or.jp/is/committee/solution/guideline/080131/080131SaaS_a.pdf - "Guideline of SLA for SaaS" (Ministry of Economy, Trade and Industry. 2008)
http://www.meti.go.jp/committee/materials2/downloadfiles/g90722a08j.pdf - "Guidelines of ASP / SaaS introduction utilization in local governments" (Ministry of Internal Affairs and Communications) 2009年)
http://www.soumu.go.jp/main_content/000061022.pdf
[Data Items list]
[Free Download]
- Business Template: SLA Claim
- Complaint Management that Refers to Customer Master (2015-10-13)
- Upstream Process of Entering the Client Name, the Template (2014-07-14)
- Brush-up on Customer Master Data by "Corporate Identification Number System Web-API" (Advanced ver.) (2015-12-14)
- M220 AUTO START: Auto Starting Triggered by Published Web Form Entry
- M224 AUTO EVENT: Auto Sending of Email with Business data Inserted
- Questetra: Cloud Workflow 10.3 Logs its own Fitness (Press Release)
[Japanese Entry (和文記事)]