Customer Service Level Agreement Definition

How will you respond to a critical problem? Your service level agreement should outline the steps to take in the event of a critical issue. The SLA informs customers of how the issue is resolved and how progress updates are communicated to them. This last point is critical; Service requirements and vendor functions are changing, so there needs to be a way to ensure that the SLA is updated. Since the late 1980s, SLAs have been used by fixed telecommunications operators. Today, SLAs are so prevalent that large organizations have many different SLAs in the company itself. Two different units in an organization write an SLA, one being the customer and the other the service provider. This approach helps maintain the same quality of service across different units of the organization and across multiple locations in the organization. This internal SLA scripting also makes it possible to compare the quality of service between an internal department and an external service provider. [4] Example 2: It is the customer`s responsibility to obtain and renew software licenses from time to time. If the support team is asked to install software that is not licensed at or after installation, the legal responsibility lies exclusively with the customer. The customer exempts the service provider and its collaborators from any legal action for the installation and maintenance of unauthorized software.

Customer-specific issues can be addressed. The security requirements of one or more departments within the organization are higher. Thus, due to its crucial role and the management of financial resources, the finance department needs more prominent security measures. When sending a call for tenders, the customer must include the service levels expected as part of the request; This impacts the provider`s offering and pricing and can even influence the provider`s decision to respond. For example, if you request 99.999 percent availability for a system and the vendor cannot meet that requirement with your specified design, they may offer another, more robust solution. Service elements include the particularities of the services provided (and what is excluded if there is reason to doubt), the conditions of service availability, standards such as the window of opportunity for each level of service (e.g. prime time and non-prime time may have different service levels), the responsibilities of each party, escalation procedures and cost/service trade-offs. IT organizations in enterprises, especially those dedicated to IT service management, enter SLAs with their internal customers – users in other departments within the company. An IT department establishes an SLA so that its services can be measured, justified, and possibly compared to those of outsourcing providers. The SLA is a documented agreement.

Let`s see an example of an SLA that you can use as a template to create your own SLAs. Remember that these documents are flexible and unique. If necessary, make changes, as long as you include the relevant parties, in particular the customer. And consider additional issues to which you might wish to add agreements such as: Type of infringement Based on the customer`s industry and the type of service provided, both parties may agree on the nature of the infringements to be considered for compensation. Type of service: A full service level agreement must contain a detailed description of all the services offered by the provider to the company. . . .