Service Level Agreements

Samy Alaoui Hassini, Burcu Atman, François-Xavier Garaud

Founded : 7th of October 1933 Headquarter :

- Charles de Gaulle airport- Paris Orly airport

380 planes 366 different destinations 58 485 employees Turnover: € 23.615 billion Benefits: € 0.613 billion

Air France

Customer-based SLA

An agreement with individual customer group For finance, sales departments etc.

Servise-based SLA

For all customers using the services being delivered by the service provider

Offering service by e-mail, messages

SLA at Different Levels

Customer-level SLA

Relevant to the particular customer groupMembers

Service-level SLA

In relation to this specific customer groupBusiness class

SLA at Different Levels

Internet website

Official websiteFlights Comparator (Optional)

Mobility

Private Application for mobiles

Availability

Proctected clients account with SSL protocol

Protection of privacy and personal data

Requirement of detail information about clientsConfirmation by e-mail or phone

Various security proceduresUnique software for clients

Security/ Privacy

Thank you for your attention!