In addition, these measures must be realistic and actionable for the service provider. If the Company cannot guarantee the provision of the level of service described in the Agreement, it will not meet the main expectations of customers and will therefore act in accordance with the terms of the SLA. Therefore, the contract must be carefully reviewed by both parties and evaluated for its good performance and mutual satisfaction. Add a definition and brief description of the terms used to represent services, roles, metrics, scope, parameters, and other contractual details that can be interpreted subjectively in different contexts. This information can also be broken down into the appropriate sections of this document instead of grouping it into a single section. These systems and processes are often controlled by specialized third-party companies. If this is the case, it is necessary that the third party is also involved in the SLA negotiations. This gives them clarity on the service levels that need to be tracked and explanations on how to track them. Define an appropriate baseline. Defining the right metrics is only half the battle. To be useful, measures must be adjusted to reasonable and achievable levels of performance.
Unless solid historical metrics are available, you should be prepared to review and adjust the settings again later through a predefined process specified in the SLA. In external SLAs – those between a company and its customers – the objectives set out in the agreement are primarily those of the customer. If that`s your intention, work with your customer to connect their needs to the capabilities of your product and develop a measurable goal that your business can achieve on a regular basis for the customer. Metrics should be designed in such a way that bad behavior is not rewarded by both parties. For example, if a service level is not met because the customer did not provide timely information, the provider should not be penalized. Service level agreements benefit both parties by providing absolute clarity on what can be expected from the business relationship. The key to the success of a service level agreement lies in the measures that are applied to determine whether the service provider is complying with its part of the agreement. It is worth remembering the old saw “You get what you measure”. The result that the customer receives as a result of the service provided is at the center of the service level agreement. With clearly defined penalties, the customer feels properly compensated and dissatisfaction is contained.
Compensation also becomes an important KPI for the supplier to measure the skills and productivity of their team. This helps them improve service delivery, retain existing customers and acquire new referrals. While service levels, service credits, and termination rights are the primary provisions of a service level agreement, depending on the structure of the entire contract, an SLA may include other aspects, such as.B: SLAs are common for a company when it enrolls new customers. However, if there is one between sales and marketing, this agreement instead describes marketing goals, such as the number of leads or the revenue pipeline. and the sales activities that follow and support them, such as.B. the inclusion of qualified leads by the marketing team. Description of the purpose and objectives of the agreement. So how can you improve your service level agreement? First, you need to set S.M.A.R.T. goals.
Of all these letters, “A,” which means “accessible,” is the most important. In this contract, the business unit must only describe what it will and will not do for customers. It is important to use only clear and concise language that is understood by both parties. Often, it`s better to lower expectations than to promise something your company can`t do (for example. B troubleshooting tools that you don`t have or have never tested before, or very fast support with not enough operators). Security – All security measures taken by the service provider are defined. Typically, this includes developing and consensus on anti-poker, computer security, and non-disclosure agreements. A customer service level agreement exists between the provider and an external customer.
An internal SLA resides between the vendor and its internal customer, it can be a different organization, department, or location. Finally, there is a vendor SLA between the vendor and the vendor. In addition to these three types, there are three other classifications: client-based SLAs, service-based SLAs, and multi-level SLAs. An SLA is a preventive tool that establishes a transparent relationship between the two parties involved and increases trust in cooperation. Such a document is essential for successful cooperation between a customer and a service provider. This SLA also uses chips to clearly identify its services and customer promises. This document represents a single identical service for all customers. It is based on a single set of standards, which makes this type of SLA the most convenient.
For example, users sign the SERVICE Level Agreement for the IT Help Desk. .