13 4 Service Levels Maintenance 4.1 Release Management A mechanism for controlling the initiation, implementation and evaluation of changes in applications through the creation of RFC. The preference is to work with an annual release schedule, including: 1. Dates of completion of the Releases in next year 2. The dates on which the name of the production takes place Responsible annual preparation before November 1 Timeliness The agreed date for setting the schedule for unlocking maintenance (and projects) for next year>.b. Setting the calendar per year before December 1st At least 85% of orders are in time for the delivery date agreed by the customer> and the reliability of the package The precision and completeness of the first solution offered. 90% of CFCs performed must be delivered correctly in one go> 13/18 penalties or incentives for failure or achievement of service levels; The ALS must contain not only a description of the services to be provided and the expected levels of service, but also units of measurement that measure the services, tasks and responsibilities of each party, resource violations, and a protocol for adding and removing the clear composition of the data. It is not inevitable that the provider or customer will want to adapt the levels of service provided during the duration of the collaboration. The terms and procedures are agreed in the service level agreement. In this sense, ALS is a “living document.” A service level contract is often linked to an agreement outlining the IT services to be provided, but services may also be defined in the ALS itself. For the services to be provided, ALS determines the levels of service objectives that the service must meet. Over the past 12 years, we have helped customers (sectors): industry, manufacturing, healthcare, hospitals, ICT service providers, human resources, financial services, municipalities, retail chains, food producers, logistics providers, Internet service providers, software developers, foundations, organizations that are in a process of change where customers/providers move relationships, water panels. 65% of the SLAs (customers) created are not related to ICT.