{"id":9389,"date":"2023-10-14T08:00:18","date_gmt":"2023-10-14T01:00:18","guid":{"rendered":"https:\/\/vbee.ai\/blog\/?p=9389"},"modified":"2023-10-13T14:25:37","modified_gmt":"2023-10-13T07:25:37","slug":"sla-la-gi","status":"publish","type":"post","link":"https:\/\/vbee.ai\/blog\/sla-la-gi\/","title":{"rendered":"SLA l\u00e0 g\u00ec? T\u00ecm hi\u1ec3u s\u1ef1 c\u1ea7n thi\u1ebft c\u1ee7a Service Level Agreement"},"content":{"rendered":"<p><strong>Trong b\u1ed1i c\u1ea3nh kinh doanh v\u00e0 c\u00f4ng ngh\u1ec7 c\u00f3 nh\u1ecbp \u0111\u1ed9 ph\u00e1t tri\u1ec3n nhanh nh\u01b0 hi\u1ec7n nay, vi\u1ec7c \u0111i tr\u01b0\u1edbc \u0111\u1ed1i th\u1ee7 v\u00e0 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1c d\u1ecbch v\u1ee5 ch\u1ea5t l\u01b0\u1ee3ng th\u1ef1c s\u1ef1 l\u00e0 m\u1ed9t th\u00e1ch th\u1ee9c. \u0110i\u1ec1u quan tr\u1ecdng l\u00e0 doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i \u0111\u1eb7t ra nh\u1eefng k\u1ef3 v\u1ecdng r\u00f5 r\u00e0ng cho ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 hi\u1ec7u su\u1ea5t d\u1ecbch v\u1ee5. V\u00e0 \u0111\u00f3 l\u00e0 l\u00fac m\u00e0 SLA th\u1ec3 hi\u1ec7n vai tr\u00f2 c\u1ee7a m\u00ecnh. V\u1eady SLA l\u00e0 g\u00ec? C\u00f9ng <a href=\"https:\/\/vbee.ai\/\">Vbee AI<\/a> t\u00ecm hi\u1ec3u trong b\u00e0i vi\u1ebft sau nh\u00e9.<\/strong><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_75 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">M\u1ee4C L\u1ee4C<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/vbee.ai\/blog\/sla-la-gi\/#SLA_Service_Level_Agreement_la_gi\" >SLA (Service Level Agreement) l\u00e0 g\u00ec?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/vbee.ai\/blog\/sla-la-gi\/#Phan_loai_SLA_Service_Level_Agreement\" >Ph\u00e2n lo\u1ea1i SLA (Service Level Agreement)<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/vbee.ai\/blog\/sla-la-gi\/#SLA_giua_nha_cung_cap_dich_vu_va_khach_hang_Custom_Service_Level_Agreement\" >SLA gi\u1eefa nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 kh\u00e1ch h\u00e0ng (Custom Service Level Agreement)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/vbee.ai\/blog\/sla-la-gi\/#SLA_giua_cac_bo_phan_trong_cong_ty_Internal_Service_Level_Agreement\" >SLA gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn trong c\u00f4ng ty (Internal Service Level Agreement)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/vbee.ai\/blog\/sla-la-gi\/#SLA_giua_nhieu_ben_Multilevel_Service_Level_Agreement\" >SLA gi\u1eefa nhi\u1ec1u b\u00ean (Multilevel Service Level Agreement)<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/vbee.ai\/blog\/sla-la-gi\/#Cac_thanh_phan_chinh_cua_SLA_la_gi\" >C\u00e1c th\u00e0nh ph\u1ea7n ch\u00ednh c\u1ee7a SLA l\u00e0 g\u00ec?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/vbee.ai\/blog\/sla-la-gi\/#Loi_ich_cua_SLA_voi_doanh_nghiep\" >L\u1ee3i \u00edch c\u1ee7a SLA v\u1edbi doanh nghi\u1ec7p<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/vbee.ai\/blog\/sla-la-gi\/#SLA_va_KPI_co_gi_khac_nhau\" >SLA v\u00e0 KPI c\u00f3 g\u00ec kh\u00e1c nhau?<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"SLA_Service_Level_Agreement_la_gi\"><\/span>SLA (Service Level Agreement) l\u00e0 g\u00ec?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>SLA (l\u00e0 vi\u1ebft t\u1eaft c\u1ee7a Service Level Agreement) \u0111\u1ec1 c\u1eadp \u0111\u1ebfn t\u00e0i li\u1ec7u ph\u00e1c th\u1ea3o cam k\u1ebft gi\u1eefa nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 kh\u00e1ch h\u00e0ng, bao g\u1ed3m c\u00e1c chi ti\u1ebft v\u1ec1 d\u1ecbch v\u1ee5, c\u00e1c ti\u00eau chu\u1ea9n m\u00e0 nh\u00e0 cung c\u1ea5p ph\u1ea3i tu\u00e2n th\u1ee7 v\u00e0 c\u00e1c s\u1ed1 li\u1ec7u \u0111\u1ec3 \u0111o l\u01b0\u1eddng hi\u1ec7u su\u1ea5t.<\/p>\n<figure id=\"attachment_9397\" aria-describedby=\"caption-attachment-9397\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9397 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/sla-la-gi-0.jpg\" alt=\"SLA l\u00e0 g\u00ec? T\u00ecm hi\u1ec3u Service Level Agreement (Ngu\u1ed3n: Freepik)\" width=\"768\" height=\"512\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/sla-la-gi-0.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/sla-la-gi-0-600x400.jpg 600w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-9397\" class=\"wp-caption-text\">SLA l\u00e0 g\u00ec? T\u00ecm hi\u1ec3u Service Level Agreement (Ngu\u1ed3n: Freepik)<\/figcaption><\/figure>\n<p>\u00dd t\u01b0\u1edfng \u0111\u1eb1ng sau SLA l\u00e0 t\u1ea1o ra s\u1ef1 r\u00e0ng bu\u1ed9c gi\u1eefa 2 b\u00ean b\u1eb1ng c\u00e1ch \u0111\u1eb7t ra nh\u1eefng k\u1ef3 v\u1ecdng r\u00f5 r\u00e0ng v\u00e0 gi\u1ea3m thi\u1ec3u c\u00e1c r\u1ee7i ro. T\u00f9y thu\u1ed9c v\u00e0o t\u1eebng tr\u01b0\u1eddng h\u1ee3p s\u1eed d\u1ee5ng, c\u00f3 nhi\u1ec1u th\u1ecfa thu\u1eadn c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Phan_loai_SLA_Service_Level_Agreement\"><\/span>Ph\u00e2n lo\u1ea1i SLA (Service Level Agreement)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>C\u00f3 3 lo\u1ea1i h\u00ecnh SLA ph\u1ed5 bi\u1ebfn nh\u1ea5t hi\u1ec7n nay l\u00e0:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"SLA_giua_nha_cung_cap_dich_vu_va_khach_hang_Custom_Service_Level_Agreement\"><\/span>SLA gi\u1eefa nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 kh\u00e1ch h\u00e0ng (Custom Service Level Agreement)<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>L\u00e0 th\u1ecfa thu\u1eadn gi\u1eefa nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd. V\u0103n b\u1ea3n SLA n\u00e0y ph\u00e1c th\u1ea3o c\u00e1c d\u1ecbch v\u1ee5 s\u1ebd \u0111\u01b0\u1ee3c cung c\u1ea5p, ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, th\u1eddi gian ph\u1ea3n h\u1ed3i v\u00e0 c\u00e1c y\u1ebfu t\u1ed1 quan tr\u1ecdng kh\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng, v\u00e0 \u0111\u1ea3m b\u1ea3o kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c \u0111\u00fang m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5 m\u00e0 h\u1ecd mong mu\u1ed1n v\u00e0 nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 th\u1ef1c hi\u1ec7n \u0111\u00fang ngh\u0129a v\u1ee5 c\u1ee7a h\u1ecd.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"SLA_giua_cac_bo_phan_trong_cong_ty_Internal_Service_Level_Agreement\"><\/span>SLA gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn trong c\u00f4ng ty (Internal Service Level Agreement)<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>L\u00e0 c\u00e1c tho\u1ea3 thu\u1eadn gi\u1eefa c\u00e1c b\u1ed9 ph\u1eadn ho\u1eb7c c\u00e1c team trong c\u00f9ng m\u1ed9t t\u1ed5 ch\u1ee9c. SLA n\u00e0y ph\u00e1c th\u1ea3o c\u00e1c d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c cung c\u1ea5p cho c\u00e1c b\u1ed9 ph\u1eadn kh\u00e1c nhau trong c\u00f9ng m\u1ed9t c\u00f4ng ty, \u0111\u1ea3m b\u1ea3o c\u00e1c th\u00e0nh vi\u00ean nh\u1eadn \u0111\u01b0\u1ee3c m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5 \u0111\u00fang nh\u01b0 h\u1ecd mong \u0111\u1ee3i.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"SLA_giua_nhieu_ben_Multilevel_Service_Level_Agreement\"><\/span>SLA gi\u1eefa nhi\u1ec1u b\u00ean (Multilevel Service Level Agreement)<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Tho\u1ea3 thu\u1eadn n\u00e0y \u0111\u01b0\u1ee3c t\u00f9y ch\u1ec9nh theo nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 ng\u01b0\u1eddi d\u00f9ng cu\u1ed1i, cho ph\u00e9p ng\u01b0\u1eddi d\u00f9ng t\u00edch h\u1ee3p m\u1ed9t s\u1ed1 \u0111i\u1ec1u ki\u1ec7n v\u00e0o c\u00f9ng m\u1ed9t h\u1ec7 th\u1ed1ng \u0111\u1ec3 t\u1ea1o ra d\u1ecbch v\u1ee5 ph\u00f9 h\u1ee3p h\u01a1n.<\/p>\n<p>SLA gi\u1eefa nhi\u1ec1u b\u00ean gi\u1ea3i quy\u1ebft c\u00e1c h\u1ee3p \u0111\u1ed3ng \u1edf c\u00e1c c\u1ea5p \u0111\u1ed9 sau:<\/p>\n<ul>\n<li><strong>SLA c\u1ea5p c\u00f4ng ty:<\/strong> Bao g\u1ed3m cu\u1ed9c th\u1ea3o lu\u1eadn to\u00e0n di\u1ec7n v\u1ec1 t\u1ea5t c\u1ea3 c\u00e1c kh\u00eda c\u1ea1nh c\u00f3 li\u00ean quan c\u1ee7a th\u1ecfa thu\u1eadn v\u00e0 \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng cho t\u1ea5t c\u1ea3 kh\u00e1ch h\u00e0ng trong t\u1ed5 ch\u1ee9c ng\u01b0\u1eddi d\u00f9ng cu\u1ed1i.<\/li>\n<li><strong>SLA c\u1ea5p kh\u00e1ch h\u00e0ng:<\/strong> SLA n\u00e0y th\u1ea3o lu\u1eadn v\u1ec1 t\u1ea5t c\u1ea3 c\u00e1c v\u1ea5n \u0111\u1ec1 d\u1ecbch v\u1ee5 c\u00f3 li\u00ean quan \u0111\u1ebfn m\u1ed9t nh\u00f3m kh\u00e1ch h\u00e0ng c\u1ee5 th\u1ec3 v\u00e0 kh\u00f4ng t\u00ednh \u0111\u1ebfn lo\u1ea1i d\u1ecbch v\u1ee5 ng\u01b0\u1eddi d\u00f9ng.<\/li>\n<li><strong>SLA c\u1ea5p d\u1ecbch v\u1ee5:<\/strong> Th\u1ecfa thu\u1eadn n\u00e0y bao g\u1ed3m t\u1ea5t c\u1ea3 c\u00e1c v\u1ea5n \u0111\u1ec1 cho m\u1ed9t d\u1ecbch v\u1ee5 c\u1ee5 th\u1ec3 li\u00ean quan \u0111\u1ebfn m\u1ed9t nh\u00f3m kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n<figure id=\"attachment_9398\" aria-describedby=\"caption-attachment-9398\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9398 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/sla-la-gi-1.jpg\" alt=\"SLA bao g\u1ed3m 3 lo\u1ea1i h\u00ecnh ch\u00ednh (Ngu\u1ed3n: Freepik)\" width=\"768\" height=\"514\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/sla-la-gi-1.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/sla-la-gi-1-598x400.jpg 598w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-9398\" class=\"wp-caption-text\">SLA bao g\u1ed3m 3 lo\u1ea1i h\u00ecnh ch\u00ednh (Ngu\u1ed3n: Freepik)<\/figcaption><\/figure>\n<h2><span class=\"ez-toc-section\" id=\"Cac_thanh_phan_chinh_cua_SLA_la_gi\"><\/span>C\u00e1c th\u00e0nh ph\u1ea7n ch\u00ednh c\u1ee7a SLA l\u00e0 g\u00ec?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Nhi\u1ec1u th\u00e0nh ph\u1ea7n ch\u00ednh c\u1ee7a SLA hay th\u1ecfa thu\u1eadn m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5 \u0111\u00f3ng vai tr\u00f2 nh\u01b0 nh\u1eefng vi\u00ean g\u1ea1ch \u0111\u1ec3 \u0111\u1eb7t n\u1ec1n m\u00f3ng cho m\u1ed1i quan h\u1ec7 \u0111\u1ed1i t\u00e1c hi\u1ec7u qu\u1ea3 gi\u1eefa kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5, trong \u0111\u00f3 bao g\u1ed3m:<\/p>\n<figure id=\"attachment_9399\" aria-describedby=\"caption-attachment-9399\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9399 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/sla-la-gi-2.jpg\" alt=\"T\u00ecm hi\u1ec3u c\u00e1c th\u00e0nh ph\u1ea7n ch\u00ednh c\u1ee7a SLA l\u00e0 g\u00ec? (Ngu\u1ed3n: Freepik)\" width=\"768\" height=\"509\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/sla-la-gi-2.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/sla-la-gi-2-604x400.jpg 604w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-9399\" class=\"wp-caption-text\">T\u00ecm hi\u1ec3u c\u00e1c th\u00e0nh ph\u1ea7n ch\u00ednh c\u1ee7a SLA l\u00e0 g\u00ec? (Ngu\u1ed3n: Freepik)<\/figcaption><\/figure>\n<ul>\n<li><strong>T\u1ed5ng quan v\u1ec1 th\u1ecfa thu\u1eadn:<\/strong> Ph\u1ea7n n\u00e0y gi\u1edbi thi\u1ec7u ng\u1eafn g\u1ecdn v\u1ec1 th\u1ecfa thu\u1eadn, bao g\u1ed3m c\u00e1c b\u00ean li\u00ean quan v\u00e0 ng\u00e0y b\u1eaft \u0111\u1ea7u.<\/li>\n<li><strong>M\u00f4 t\u1ea3 c\u00e1c d\u1ecbch v\u1ee5:<\/strong> Ph\u00e1c th\u1ea3o c\u00e1c d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c cung c\u1ea5p, d\u1ecbch v\u1ee5 b\u1ea3o tr\u00ec c\u00f3 \u0111\u01b0\u1ee3c bao g\u1ed3m hay kh\u00f4ng, c\u00e1c ph\u1ee5 thu\u1ed9c, gi\u1edd ho\u1ea1t \u0111\u1ed9ng, quy tr\u00ecnh c\u0169ng nh\u01b0 c\u00f4ng ngh\u1ec7 v\u00e0 \u1ee9ng d\u1ee5ng \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng.<\/li>\n<li><strong>C\u00e1c d\u1ecbch v\u1ee5 b\u1ecb lo\u1ea1i tr\u1eeb:<\/strong> \u0110i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i x\u00e1c \u0111\u1ecbnh r\u00f5 nh\u1eefng d\u1ecbch v\u1ee5 n\u00e0o kh\u00f4ng \u0111\u01b0\u1ee3c cung c\u1ea5p. B\u1eb1ng c\u00e1ch n\u00e0y gi\u00fap kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 h\u1ea1n ch\u1ebf c\u00e1c sai s\u00f3t v\u00e0 ng\u0103n ng\u1eeba b\u1ea5t k\u1ef3 gi\u1ea3 \u0111\u1ecbnh n\u00e0o ph\u00e1t sinh.<\/li>\n<li><strong>Hi\u1ec7u su\u1ea5t d\u1ecbch v\u1ee5:<\/strong> D\u1ef1a tr\u00ean ph\u1ea7n n\u00e0y kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 x\u00e1c \u0111\u1ecbnh c\u00e1c s\u1ed1 li\u1ec7u \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111o m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5 c\u1ee7a nh\u00e0 cung c\u1ea5p. C\u1ea3 kh\u00e1ch h\u00e0ng v\u00e0 nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 \u0111\u1ec1u \u0111\u1ed3ng \u00fd v\u1ec1 c\u00e1c s\u1ed1 li\u1ec7u c\u1ee5 th\u1ec3 m\u00e0 h\u1ecd s\u1ebd s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 hi\u1ec7u su\u1ea5t.<\/li>\n<li><strong>H\u01b0\u1edbng x\u1eed tr\u00ed:<\/strong> C\u00e1c h\u00ecnh th\u1ee9c x\u1eed tr\u00ed trong Service Level Agreement \u0111\u00f3ng vai tr\u00f2 nh\u01b0 m\u1ed9t khu\u00f4n kh\u1ed5, v\u1ea1ch ra c\u00e1c h\u1eadu qu\u1ea3 m\u00e0 nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 ph\u1ea3i \u0111\u1ed1i m\u1eb7t n\u1ebfu kh\u00f4ng \u0111\u00e1p \u1ee9ng cam k\u1ebft.<\/li>\n<li><strong>C\u00e1c b\u00ean li\u00ean quan:<\/strong> X\u00e1c \u0111\u1ecbnh r\u00f5 r\u00e0ng c\u00e1c b\u00ean li\u00ean quan v\u00e0 tr\u00e1ch nhi\u1ec7m c\u1ee7a h\u1ecd \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u bi\u1ebft vai tr\u00f2 c\u1ee7a h\u1ecd trong th\u1ecfa thu\u1eadn.<\/li>\n<li><strong>Quy tr\u00ecnh b\u1ea3o m\u1eadt v\u00e0 \u0111i\u1ec1u ki\u1ec7n ch\u1ea5m d\u1ee9t:<\/strong> SLA gi\u1ea3i quy\u1ebft c\u00e1c bi\u1ec7n ph\u00e1p b\u1ea3o m\u1eadt m\u00e0 nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt s\u1ebd th\u1ef1c hi\u1ec7n, bao g\u1ed3m c\u00e1c th\u1ecfa thu\u1eadn b\u1ea3o m\u1eadt v\u00e0 kh\u00f4ng ti\u1ebft l\u1ed9 CNTT. \u0110\u1ed3ng th\u1eddi SLA c\u0169ng x\u00e1c \u0111\u1ecbnh c\u00e1c \u0111i\u1ec1u ki\u1ec7n theo \u0111\u00f3 h\u1ee3p \u0111\u1ed3ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c ch\u1ea5m d\u1ee9t.<\/li>\n<li><strong>Ch\u1eef k\u00fd:<\/strong> Cu\u1ed1i c\u00f9ng, \u0111\u1ec3 ni\u00eam phong th\u1ecfa thu\u1eadn, t\u1ea5t c\u1ea3 c\u00e1c b\u00ean li\u00ean quan v\u00e0 ng\u01b0\u1eddi tham gia \u0111\u01b0\u1ee3c \u1ee7y quy\u1ec1n t\u1eeb c\u1ea3 hai b\u00ean k\u00fd v\u00e0o t\u00e0i li\u1ec7u, \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c h\u1ecd ch\u1ea5p thu\u1eadn m\u1ecdi chi ti\u1ebft v\u00e0 quy tr\u00ecnh \u0111\u01b0\u1ee3c n\u00eau trong SLA.<\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Loi_ich_cua_SLA_voi_doanh_nghiep\"><\/span>L\u1ee3i \u00edch c\u1ee7a SLA v\u1edbi doanh nghi\u1ec7p<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>SLA \u0111\u01b0\u1ee3c tri\u1ec3n khai hi\u1ec7u qu\u1ea3 kh\u00f4ng ch\u1ec9 gi\u00fap qu\u1ea3n l\u00fd c\u00e1c cam k\u1ebft gi\u1eefa nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 kh\u00e1ch h\u00e0ng (\u1edf \u0111\u00e2y l\u00e0 doanh nghi\u1ec7p) v\u00e0 c\u1ea3i thi\u1ec7n m\u1ed1i quan h\u1ec7 \u0111\u1ed1i t\u00e1c gi\u1eefa 2 b\u00ean, m\u00e0 c\u00f2n mang l\u1ea1i m\u1ed9t s\u1ed1 l\u1ee3i \u00edch kh\u00e1c nh\u01b0:<\/p>\n<p><strong>1. C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng<\/strong><\/p>\n<p>Khi kh\u00e1ch h\u00e0ng \u0111\u1ea7u t\u01b0 v\u00e0o m\u1ed9t nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 t\u1ee9c l\u00e0 h\u1ecd \u0111ang ch\u1ea5p nh\u1eadn r\u1ee7i ro. SLA mang \u0111\u1ebfn cho c\u00e1c kh\u00e1ch h\u00e0ng m\u1ea1ng l\u01b0\u1edbi an to\u00e0n m\u1edbi, bi\u1ebft r\u1eb1ng n\u1ebfu nh\u00e0 cung c\u1ea5p kh\u00f4ng cung c\u1ea5p c\u00e1c d\u1ecbch v\u1ee5 nh\u01b0 \u0111\u00e3 th\u1ecfa thu\u1eadn ho\u1eb7c kh\u00f4ng ho\u00e0n th\u00e0nh \u0111\u00fang c\u00e1c ngh\u0129a v\u1ee5, th\u00ec kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 t\u00e0i li\u1ec7u r\u00e0ng bu\u1ed9c v\u1ec1 m\u1eb7t ph\u00e1p l\u00fd \u0111\u1ec3 h\u1ed7 tr\u1ee3 h\u1ecd.<\/p>\n<p>B\u1eb1ng c\u00e1ch qu\u1ea3n l\u00fd k\u1ef3 v\u1ecdng v\u00e0 cung c\u1ea5p c\u00e1c \u0111i\u1ec1u ki\u1ec7n c\u1ea7n thi\u1ebft, SLA c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<figure id=\"attachment_9402\" aria-describedby=\"caption-attachment-9402\" style=\"width: 768px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-9402 size-full\" src=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/sla-la-gi-4.jpg\" alt=\"B\u1eb1ng c\u00e1ch qu\u1ea3n l\u00fd k\u1ef3 v\u1ecdng v\u00e0 cung c\u1ea5p c\u00e1c \u0111i\u1ec1u ki\u1ec7n c\u1ea7n thi\u1ebft, SLA c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng. (Ngu\u1ed3n: Freepik)\" width=\"768\" height=\"517\" srcset=\"https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/sla-la-gi-4.jpg 768w, https:\/\/vbee.ai\/blog\/wp-content\/uploads\/2023\/08\/sla-la-gi-4-594x400.jpg 594w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><figcaption id=\"caption-attachment-9402\" class=\"wp-caption-text\">B\u1eb1ng c\u00e1ch qu\u1ea3n l\u00fd k\u1ef3 v\u1ecdng v\u00e0 cung c\u1ea5p c\u00e1c \u0111i\u1ec1u ki\u1ec7n c\u1ea7n thi\u1ebft, SLA c\u00f3 th\u1ec3 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m t\u1ed5ng th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng. (Ngu\u1ed3n: Freepik)<\/figcaption><\/figure>\n<p><strong>2. C\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a nh\u00e2n vi\u00ean<\/strong><\/p>\n<p>SLA gi\u1ea3i th\u00edch r\u00f5 r\u00e0ng c\u00e1c team hay nh\u00e2n vi\u00ean n\u00e0o s\u1ebd ch\u1ecbu tr\u00e1ch v\u1ec1 kh\u00eda c\u1ea1nh n\u00e0o c\u1ee7a d\u1ecbch v\u1ee5.<\/p>\n<p><strong>3. Ngu\u1ed3n th\u00f4ng tin \u0111\u01b0\u1ee3c thi\u1ebft l\u1eadp v\u00e0 tin c\u1eady h\u01a1n<\/strong><\/p>\n<p>X\u00e9t v\u1ec1 nhi\u1ec1u kh\u00eda c\u1ea1nh, SLA ho\u1ea1t \u0111\u1ed9ng nh\u01b0 m\u1ed9t c\u00f4ng c\u1ee5 h\u00f2a gi\u1ea3i, \u0111\u1ea3m b\u1ea3o l\u1ee3i \u00edch t\u1ed1t nh\u1ea5t c\u1ee7a m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u \u0111\u01b0\u1ee3c \u0111\u00e1p \u1ee9ng.<\/p>\n<p><strong>4. C\u1ea3i thi\u1ec7n hi\u1ec7u su\u1ea5t<\/strong><\/p>\n<p>V\u1edbi nh\u1eefng k\u1ef3 v\u1ecdng r\u00f5 r\u00e0ng, m\u1ed7i nh\u00e2n vi\u00ean s\u1ebd c\u00f3 m\u1ed9t m\u1ee5c ti\u00eau \u0111\u01b0\u1ee3c x\u00e1c \u0111\u1ecbnh c\u1ee5 th\u1ec3 \u0111\u1ec3 ho\u00e0n th\u00e0nh v\u00e0 \u0111\u00e1p \u1ee9ng \u0111\u00fang nh\u01b0 k\u1ef3 v\u1ecdng. \u0110i\u1ec1u n\u00e0y gi\u00fap c\u1ea3i thi\u1ec7n ph\u1ea7n hi\u1ec7u su\u1ea5t t\u1ed1t h\u01a1n.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"SLA_va_KPI_co_gi_khac_nhau\"><\/span>SLA v\u00e0 KPI c\u00f3 g\u00ec kh\u00e1c nhau?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>SLA (Service Level Agreement) l\u00e0 tho\u1ea3 thu\u1eadn ch\u00ednh th\u1ee9c gi\u1eefa nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 v\u00e0 ng\u01b0\u1eddi s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5. Cho d\u00f9 ng\u01b0\u1eddi s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 l\u00e0 kh\u00e1ch h\u00e0ng hay nh\u00e2n vi\u00ean n\u1ed9i b\u1ed9, \u0111i\u1ec1u \u0111\u00f3 quy\u1ebft \u0111\u1ecbnh m\u1ed1i quan h\u1ec7 s\u1ebd ti\u1ebfn tri\u1ec3n nh\u01b0 th\u1ebf n\u00e0o trong t\u01b0\u01a1ng lai.<\/p>\n<p>M\u1eb7t kh\u00e1c, KPI tho\u1ea3 thu\u1eadn c\u1ea5p \u0111\u1ed9 d\u1ecbch v\u1ee5, l\u00e0 c\u00e1c \u0111i\u1ec3m d\u1eef li\u1ec7u cho th\u1ea5y team c\u1ee7a b\u1ea1n c\u00f3 th\u00e0nh c\u00f4ng trong vi\u1ec7c \u0111\u00e1p \u1ee9ng c\u00e1c \u0111i\u1ec1u kho\u1ea3n c\u1ee7a SLA hay kh\u00f4ng.<\/p>\n<p>\u0110\u1ebfn \u0111\u00e2y ch\u1eafc h\u1eb3n b\u1ea1n \u0111\u00e3 n\u1eafm \u0111\u01b0\u1ee3c SLA l\u00e0 g\u00ec? C\u00e1c th\u00e0nh ph\u1ea7n ch\u00ednh c\u1ee7a SLA l\u00e0 g\u00ec c\u0169ng nh\u01b0 l\u1ee3i \u00edch v\u1edbi doanh nghi\u1ec7p. Hy v\u1ecdng b\u00e0i vi\u1ebft tr\u00ean \u0111\u00e2y \u0111\u00e3 cung c\u1ea5p cho b\u1ea1n th\u00eam c\u00e1c th\u00f4ng tin h\u1eefu \u00edch m\u1edbi!<\/p>\n<p><strong>Ngu\u1ed3n tham kh\u1ea3o:<\/strong><\/p>\n<ul>\n<li>Innovatureinc (tham kh\u1ea3o ng\u00e0y 2\/8\/2023), What is a Service Level Agreement (SLA)? How to use it in Business Process Outsourcing? C\u00f3 t\u1ea1i: https:\/\/innovatureinc.com\/what-is-a-service-level-agreement-sla\/<\/li>\n<li>Freshworks (tham kh\u1ea3o ng\u00e0y 2\/8\/2023), What is Service Level Agreement (SLA)? C\u00f3 t\u1ea1i: https:\/\/www.freshworks.com\/freshservice\/sla\/<\/li>\n<li>Proprofsdesk (tham kh\u1ea3o ng\u00e0y 2\/8\/2023), What is the Difference Between SLAs and KPIs? C\u00f3 t\u1ea1i: https:\/\/www.proprofsdesk.com\/blog\/service-level-agreement-sla-best-practices\/<\/li>\n<li>Ktconnections (tham kh\u1ea3o ng\u00e0y 2\/8\/2023), 4 Benefits of Having a Service Level Agreement. C\u00f3 t\u1ea1i: https:\/\/www.ktconnections.com\/4-benefits-of-having-a-service-level-agreement\/<\/li>\n<li>Givainc (tham kh\u1ea3o ng\u00e0y 2\/8\/2023), 3 Types of Service Level Agreements. C\u00f3 t\u1ea1i: https:\/\/www.givainc.com\/blog\/index.cfm\/2018\/12\/3\/3-types-of-service-level-agreements<\/li>\n<\/ul>\n\n\n<div class=\"kk-star-ratings kksr-auto kksr-align-left kksr-valign-bottom\"\n    data-payload='{&quot;align&quot;:&quot;left&quot;,&quot;id&quot;:&quot;9389&quot;,&quot;slug&quot;:&quot;default&quot;,&quot;valign&quot;:&quot;bottom&quot;,&quot;ignore&quot;:&quot;&quot;,&quot;reference&quot;:&quot;auto&quot;,&quot;class&quot;:&quot;&quot;,&quot;count&quot;:&quot;5&quot;,&quot;legendonly&quot;:&quot;&quot;,&quot;readonly&quot;:&quot;&quot;,&quot;score&quot;:&quot;5&quot;,&quot;starsonly&quot;:&quot;&quot;,&quot;best&quot;:&quot;5&quot;,&quot;gap&quot;:&quot;5&quot;,&quot;greet&quot;:&quot;\u0110\u00e1nh gi\u00e1 b\u00e0i vi\u1ebft&quot;,&quot;legend&quot;:&quot;5\\\/5 - (5 b\u00ecnh ch\u1ecdn)&quot;,&quot;size&quot;:&quot;24&quot;,&quot;title&quot;:&quot;SLA l\u00e0 g\u00ec? T\u00ecm hi\u1ec3u s\u1ef1 c\u1ea7n thi\u1ebft c\u1ee7a Service Level Agreement&quot;,&quot;width&quot;:&quot;142.5&quot;,&quot;_legend&quot;:&quot;{score}\\\/{best} - ({count} {votes})&quot;,&quot;font_factor&quot;:&quot;1.25&quot;}'>\n            \n<div class=\"kksr-stars\">\n    \n<div class=\"kksr-stars-inactive\">\n            <div class=\"kksr-star\" data-star=\"1\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"2\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"3\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"4\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"5\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n    <\/div>\n    \n<div class=\"kksr-stars-active\" style=\"width: 142.5px;\">\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 5px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 24px; height: 24px;\"><\/div>\n        <\/div>\n    <\/div>\n<\/div>\n                \n\n<div class=\"kksr-legend\" style=\"font-size: 19.2px;\">\n            5\/5 - (5 b\u00ecnh ch\u1ecdn)    <\/div>\n    <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Trong b\u1ed1i c\u1ea3nh kinh doanh v\u00e0 c\u00f4ng ngh\u1ec7 c\u00f3 nh\u1ecbp \u0111\u1ed9 ph\u00e1t tri\u1ec3n nhanh nh\u01b0 hi\u1ec7n nay, vi\u1ec7c \u0111i tr\u01b0\u1edbc \u0111\u1ed1i th\u1ee7 v\u00e0 l\u00e0m h\u00e0i l\u00f2ng kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1c d\u1ecbch v\u1ee5 ch\u1ea5t l\u01b0\u1ee3ng th\u1ef1c s\u1ef1 l\u00e0 m\u1ed9t th\u00e1ch th\u1ee9c. \u0110i\u1ec1u quan tr\u1ecdng l\u00e0 doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i \u0111\u1eb7t ra nh\u1eefng k\u1ef3 v\u1ecdng r\u00f5 r\u00e0ng [&#8230;]\n","protected":false},"author":6,"featured_media":9399,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[98],"tags":[],"class_list":["post-9389","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tin-cong-nghe"],"_links":{"self":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/9389","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/comments?post=9389"}],"version-history":[{"count":16,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/9389\/revisions"}],"predecessor-version":[{"id":11639,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/posts\/9389\/revisions\/11639"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/media\/9399"}],"wp:attachment":[{"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/media?parent=9389"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/categories?post=9389"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vbee.ai\/blog\/wp-json\/wp\/v2\/tags?post=9389"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}