Most service providers provide statistics, often through an online portal. There, customers can check whether ALS is being met and whether they are entitled to service credits or other penalties under ALS. Often, ALS will include an amendment control procedure that defines a mechanism for agreeing and recording changes to the agreement or services to be provided. In an agreement of any length or complexity, it is inevitable that changes will be made to services (which affects service levels) and an agreed and properly implemented change control procedure is essential. This may include: property management, inspection and repair services, planned and reactive maintenance, cleaning, carrying, security, ICT services, etc. Then, by providing each service one after the other, the customer should indicate the expected performance standards. It depends on the service. In the « Reporting » example above, a possible level of service can be 99.5%. However, this issue needs to be carefully considered. Often a customer wants performance standards at the highest level. In practice, this is understandable, but it could be impossible, unnecessary or very expensive. On the other hand, the service provider can make it clear that service levels should be deliberately low to ensure that the service can be provided at a competitive price. It`s a matter of evaluation, and the client needs to carefully evaluate each level of service – it`s often that different services are weighted differently depending on the size of the business.
Performance standards for the availability of an online service are generally high, as it is essential that the customer ensures constant availability of the service. Other individual services may be less important, and service levels for these may be set at a lower level. Any meaningful contract without associated ALS (verified by legal advisors) is open to deliberate or involuntary interpretations. AlS protects both parties in the agreement. Typically, these processes and methods are left to the outsourcing company to determine that these processes and methods can support the ALS agreement.