{"id":31891,"date":"2023-12-07T12:57:19","date_gmt":"2023-12-07T12:57:19","guid":{"rendered":"https:\/\/masterskills.org\/blog\/thoa-thuan-cap-do-dich-vu-service-level-agreement-sla-la-gi.html"},"modified":"2023-12-23T09:40:06","modified_gmt":"2023-12-23T02:40:06","slug":"thoa-thuan-cap-do-dich-vu-service-level-agreement-sla-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/thoa-thuan-cap-do-dich-vu-service-level-agreement-sla-la-gi.html","title":{"rendered":"Th\u1ecfa thu\u1eadn c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5 (Service Level Agreement – SLA) l\u00e0 g\u00ec?"},"content":{"rendered":"
\n
\n
<\/div>
\n

H\u00ecnh minh h\u1ecda (Ngu\u1ed3n: fhi.nl)<\/p>\n<\/figcaption><\/figure>\n

Th\u1ecfa thu\u1eadn c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5<\/font><\/h2>\n

Kh\u00e1i ni\u1ec7m<\/b><\/p>\n

Th\u1ecfa thu\u1eadn c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5<\/b> trong ti\u1ebfng Anh g\u1ecdi l\u00e0: Service Level Agreement – SLA.<\/b><\/p>\n

Th\u1ecfa thu\u1eadn c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5<\/b> hay th\u1ecfa thu\u1eadn ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5<\/b> l\u00e0 b\u1ea3n h\u1ee3p \u0111\u1ed3ng (ho\u1eb7c m\u1ed9t ph\u1ea7n c\u1ee7a b\u1ea3n h\u1ee3p \u0111\u1ed3ng) \u0111\u01b0\u1ee3c k\u00ed k\u1ebft gi\u1eefa nh\u00e0 cung c\u1ea5p s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 (g\u1ecdi t\u1eaft l\u00e0 b\u00ean A) v\u00e0 ng\u01b0\u1eddi mua s\u1ea3n ph\u1ea9m\/s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 (g\u1ecdi t\u1eaft l\u00e0 b\u00ean B).<\/p>\n

Trong \u0111\u00f3 b\u00ean A cam k\u1ebft \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 cung c\u1ea5p cho b\u00ean B th\u00f4ng qua nh\u1eefng th\u00f4ng s\u1ed1 c\u1ee5 th\u1ec3.\u00a0<\/p>\n

Ngo\u00e0i ra, trong SLA c\u00f2n ch\u1ec9 r\u00f5 tr\u00e1ch nhi\u1ec7m c\u1ee7a c\u00e1c b\u00ean c\u00f3 li\u00ean quan, m\u1ee9c \u0111\u1ed9 x\u1eed ph\u1ea1t v\u00e0 c\u00e1c \u0111i\u1ec1u kho\u1ea3n c\u1ea7n thi\u1ebft kh\u00e1c. B\u1ea3n SLA l\u00e0 v\u0103n b\u1ea3n c\u00f3 gi\u00e1 tr\u1ecb ph\u00e1p l\u00ed, c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c c\u1ea3 hai b\u00ean s\u1eed d\u1ee5ng khi c\u00f3 x\u1ea3y ra khi\u1ebfu n\u1ea1i hay kh\u1edfi ki\u1ec7n.<\/p>\n

\u0110\u1eb7c tr\u01b0ng<\/font><\/h3>\n

C\u00e1c cam k\u1ebft SLA \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng tr\u00ean c\u01a1 s\u1edf c\u00e1c y\u00eau c\u1ea7u ch\u00ednh \u0111\u00e1ng c\u1ee7a kh\u00e1ch h\u00e0ng. Trong quan h\u1ec7 gi\u1eefa b\u00ean mua v\u00e0 b\u00e1n th\u00ec b\u00ean mua mong mu\u1ed1n b\u00ean b\u00e1n cam k\u1ebft c\u00e0ng nhi\u1ec1u c\u00e0ng t\u1ed1t, c\u00e1c \u0111i\u1ec3m c\u1ee5 th\u1ec3 trong cam k\u1ebft c\u00f3 th\u1ec3 r\u1ea5t nhi\u1ec1u v\u00e0 tu\u1ef3 thu\u1ed9c lo\u1ea1i h\u00e0ng ho\u00e1 \u0111\u01b0\u1ee3c trao \u0111\u1ed5i, tuy nhi\u00ean c\u00f3 th\u1ec3 ph\u00e2n l\u00e0m hai lo\u1ea1i:\u00a0<\/p>\n

– Ch\u1ea5t l\u01b0\u1ee3ng k\u0129 thu\u1eadt c\u1ee7a b\u1ea3n th\u00e2n s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5<\/p>\n

Ch\u1ea5t l\u01b0\u1ee3ng k\u0129 thu\u1eadt \u0111\u01b0\u1ee3c th\u1ec3 hi\u1ec7n qua kh\u1ea3 n\u0103ng \u0111\u00e1p \u1ee9ng c\u1ee7a s\u1ea3n ph\u1ea9m theo ch\u1ee9c n\u0103ng c\u1ee7a n\u00f3 (\u0111\u1ed9 b\u1ec1n, \u0111\u1eb9p, ch\u00ednh x\u00e1c..).\u00a0<\/p>\n

– Ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5<\/p>\n

Ch\u1ea5t l\u01b0\u1ee3ng ph\u1ee5c v\u1ee5 \u00e1m ch\u1ec9 \u0111\u1ebfn c\u00e1c v\u1ea5n \u0111\u1ec1 li\u00ean quan \u0111\u1ebfn vi\u1ec7c kinh doanh ph\u1ee5c v\u1ee5 (th\u1eddi gian cung c\u1ea5p, s\u1ef1 h\u1ed7 tr\u1ee3 sau b\u00e1n h\u00e0ng..).\u00a0<\/p>\n

C\u00e1c cam k\u1ebft n\u00e0y c\u1ea7n \u0111\u01b0\u1ee3c bi\u1ec3u di\u1ec5n qua c\u00e1c tham s\u1ed1 c\u00f3 t\u00ednh \u0111\u1ecbnh l\u01b0\u1ee3ng \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 SLS.<\/p>\n

\u0110\u1eb7c tr\u01b0ng c\u1ee7a SLA l\u00e0 gi\u00e1 h\u00e0ng ho\u00e1 t\u01b0\u01a1ng \u1ee9ng v\u1edbi ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, c\u00f9ng lo\u1ea1i s\u1ea3n ph\u1ea9m nh\u01b0ng ch\u1ea5t l\u01b0\u1ee3ng c\u00e0ng cao th\u00ec gi\u00e1 c\u00e0ng cao v\u00e0 ng\u01b0\u1ee3c l\u1ea1i, \u0111\u1eb7c tr\u01b0ng n\u00e0y \u0111\u1ea3m b\u1ea3o s\u1ef1 tham gia \u0111\u1ed3ng th\u1eddi c\u1ee7a nhi\u1ec1u nh\u00e0 cung c\u1ea5p v\u1edbi l\u1edbp ch\u1ea5t l\u01b0\u1ee3ng kh\u00e1c nhau.\u00a0<\/p>\n

Trong th\u1ef1c t\u1ebf, s\u1ed1 ti\u1ec1n m\u00e0 m\u1ed7i kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng b\u1ecf ra \u0111\u1ec3 chi cho m\u1ed7i d\u1ecbch v\u1ee5 l\u00e0 kh\u00e1c nhau, s\u1ebd c\u00f3 nh\u1eefng kh\u00e1ch h\u00e0ng s\u1eb5n s\u00e0ng tr\u1ea3 gi\u00e1 cao \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 t\u1ed1t nh\u1ea5t nh\u01b0ng c\u0169ng c\u00f3 kh\u00e1ch h\u00e0ng ch\u1ec9 c\u1ea7n m\u1ee9c ch\u1ea5t l\u01b0\u1ee3ng v\u1eeba ph\u1ea3i v\u1edbi m\u1ee9c gi\u00e1 h\u1ee3p l\u00ed, ..\u00a0<\/p>\n

Khi ph\u1ee5c v\u1ee5 \u0111\u01b0\u1ee3c c\u00e0ng nhi\u1ec1u l\u1edbp \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1c nhau th\u00ec s\u1ee9c c\u1ea1nh tranh c\u1ee7a nh\u00e0 cung c\u1ea5p s\u1ebd c\u00e0ng l\u1edbn m\u1ea1nh. SLA cho ph\u00e9p cam k\u1ebft trong kh\u1ea3 n\u0103ng:\u00a0<\/p>\n

K\u00ed SLA kh\u00f4ng c\u00f3 ngh\u0129a l\u00e0 c\u00e1c nh\u00e0 cung c\u1ea5p ph\u1ea3i k\u00ed gi\u1ed1ng nhau, ch\u1ea5t l\u01b0\u1ee3ng th\u1ef1c t\u1ebf l\u00e0 m\u1ed9t d\u1ea3i tuy\u1ebfn t\u00ednh v\u00e0 c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c ph\u00e2n l\u00e0m nhi\u1ec1u m\u1ee9c, tu\u1ef3 kh\u1ea3 n\u0103ng c\u1ee7a nh\u00e0 cung c\u1ea5p \u0111\u1ea1t \u0111\u01b0\u1ee3c \u0111\u1ebfn m\u1ee9c n\u00e0o th\u00ec s\u1ebd k\u00ed t\u1edbi m\u1ee9c \u0111\u00f3.\u00a0<\/p>\n

M\u1ed7i m\u1ee9c l\u1ea1i c\u00f3 th\u1ec3 c\u00f3 \u0111\u1ed1i t\u01b0\u1ee3ng ph\u1ee5c v\u1ee5 kh\u00e1c nhau n\u00ean c\u00e1c nh\u00e0 cung c\u1ea5p kh\u00f4ng c\u00f3 nhi\u1ec1u ti\u1ec1m l\u1ef1c c\u00f3 th\u1ec3 nh\u1eb1m v\u00e0o c\u00e1c \u0111\u1ed1i t\u01b0\u1ee3ng th\u1ea5p h\u01a1n (t\u1ea5t nhi\u00ean, m\u1ee9c cam k\u1ebft th\u1ea5p nh\u1ea5t ph\u1ea3i cao h\u01a1n c\u00e1c ch\u1ec9 ti\u00eau ch\u1ea5t l\u01b0\u1ee3ng ban h\u00e0nh b\u1edfi c\u01a1 quan qu\u1ea3n l\u00ed)<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: Vai tr\u00f2 c\u1ee7a c\u01a1 ch\u1ebf th\u1ecfa thu\u1eadn ch\u1ea5t l\u01b0\u1ee3ng SLA trong cung c\u1ea5p d\u1ecbch v\u1ee5 vi\u1ec5n th\u00f4ng NGN, TS. Nguy\u1ec5n Trung Ki\u00ean, Vi\u1ec7n c\u00f4ng ngh\u1ec7 Th\u00f4ng tin v\u00e0 Truy\u1ec1n Th\u00f4ng CDIT)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n Th\u1ecfa thu\u1eadn c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5 (ti\u1ebfng Anh: Service Level Agreement – SLA) l\u00e0 b\u1ea3n h\u1ee3p \u0111\u1ed3ng \u0111\u01b0\u1ee3c k\u00ed k\u1ebft gi\u1eefa nh\u00e0 cung c\u1ea5p s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 v\u00e0 ng\u01b0\u1eddi mua s\u1ea3n ph\u1ea9m\/s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5.\n <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[418],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/31891"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=31891"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/31891\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=31891"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=31891"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=31891"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}