Putting the relationship between the customer and the company on solid ground makes it easier for both parties. In addition, a healthy relationship will prevent future problems. The SLA defines the performance level, products, and services that the company will offer the customer. SLA is a kind of service contract and by applying a successful SLA policy, customer relations can be improved, and business operations can be maximized.
What Is SLA Policy?
SLA is short for “Service Level Agreement” and stands for service level agreement. It’s a commitment between the organization providing the service and the customer. In the contract between the company and the customer, certain qualities of the service are agreed upon. Among these qualities, points like delivery times and problem resolution times are mentioned. In short, SLA is a report defining the service level provided to customers. Both parties agree on the quality and form of service. Let’s examine together the 5 tips needed to create a successful SLA policy:
1) Understand the Purpose of the SLA!
The SLA clarifies the expectations of both the customer and the company. Moreover, having these expectations in writing helps to minimize communication problems between both parties. In addition, the service level agreement provides a legal basis if there’s a dispute. In short, understanding the purpose of the SLA will benefit the customer and the company in the process.
2) Choose the Right SLA Type for You!
There’re 3 types of service-level agreements. These are customer-level SLA, service-level SLA, and multi-level SLA. A customer-level SLA is a contract that includes all the types of services a customer uses. A service-level SLA is a commitment that describes the same service provided to multiple customers. Multi-level SLA, on the other hand, is divided into multiple levels that contain several different conditions. Choosing the right type for the customer and the company will solidify the basis of the contract.
3) Must-Have Components in SLA!
There’re many components you can include in a service-level agreement. An overview of the contract, a description of the services, and the objective of the service are a few of them. You may also want to end the contract in the future. It would therefore make sense to add the commit processes component to the commit. You can also add the disaster recovery process clause, which includes the steps to take in disaster situations. It’s essential in this process to shape the components of the contract in a common denominator according to the wishes and needs.
4) Meet Both Customer’s and Company’s Needs!
As in all areas of life, relationships in business should be based on trust. Therefore, the contract should be created equally for both parties. An SLA with fair and equal terms for both parties increases the transparency of the business relationship. Another point to note here is that the terms are open to criticism. It’s important to remember that the service offered to each company is different, so companies may want to follow different SLA policies.
5) Review SLA When Necessary!
The world is changing and developing every day. So each of us is trying to adapt to this progress. The SLA needs to keep up with the changes. SLAs should be updated frequently and relevance to the job should be reviewed.
Sign Successful Sla Policies With Infoset!
Set and report the performance standards of your support team with Infoset’s SLA policies! Create service-level agreements with the system Infoset offers to businesses and be notified when there’s a breach of contract. Contact us for more information!