Tailored Application Maintenance: S2E's Approach to SLAs
Enterprise applications are not all the same. Some oversee critical processes that cannot be interrupted, others support important but non-urgent functions, while others still play an ancillary role in day-to-day operations. An Application Maintenance contract that treats everything the same does not serve anyone well.
S2E starts from this understanding to build an AMS (Application Management Services) model in which SLAs are not off-the-shelf standards but agreements calibrated to the client's actual priorities. The distinction between KPIs and SLAs is at the heart of the approach: KPIs measure the performance of activities and processes over time, while SLAs define the metrics and quality standards that the service must meet. Two complementary tools that together provide visibility into the actual efficiency of the service delivered.
The model covers both the management of production systems and the evolutionary activities defined by the business and IT. Service industrialization, with activities being performed remotely wherever possible, makes it possible to reduce operating costs without sacrificing quality. On the contrary, bonus/malus mechanisms built into the contract encourage continuous improvement in performance over time.
The result is a service that grows with the client, adapting to the evolution of systems and business priorities, with service agreements that reflect actual operational requirements rather than a standardized average level.