Define and measure the level of service

Clear and transparent
performance characteristics of
the provided services – with all
the metrics. You know what you
pay for.

Tailored-to-needs services work best. Thus, the SLA should include all the crucial details about the service. What does it mean? Well, your expectations and needs are the basis for this document. What can you find in the SLA? First of all, there’s the specification of the subject of service support, response time and the turn-around-time (time limit within which we solve the issue or present a workaround for it), failure reporting procedure with guidelines, monitoring and reporting of activities. Moreover, the SLA may contain the consequences of failure to comply with the contract and possible bonuses for exceeding the expectations. Briefly – these are clearly specified terms of our cooperation.

What is it exactly?

What does the success in business depend on? Yes, there’s the ‘hard work’ part, as well as several other vital factors. But one of the top things is the organization’s ability to understand and meet customer expectations. This also applies to our services. It’s impossible to meet all the needs and expectations if they’re not clear. So, here’s the part where Service-Level Agreement (SLA) comes in handy. You know, the SLA may consist of as little as a few sentences or as much as entire documents’ worth of provisions and stipulations. In both cases, it’s a critical thing. And as any other thing in business – SLA may evolve.

Why do you need it?

Well, the first reason is that we believe in trust and transparency – the SLA is designed to keep both the parties honest (you and us). In case any issue occurs, the SLA is there with all the expectations, metrics, and responsibilities we agreed upon. So, there is no room for misinterpretations of the contract, and you are protected that you will receive exactly what you are paying for (works for us the same way). You need the SLA to gain that wonderful peace of mind, and you know what are the metrics of performance. This way we both have the guidelines that allow better understanding and gauging the effectiveness of services.

Why do you need it?

Secure success

With clear agreement

Minimize risk

With transparent metrics

Facilitate communication

With set turn-aroud-time

Gain peace of mind

With guidelines and procedures

Secure success

With clear agreement

Minimize risk

With transparent metrics

Facilitate communication

With set turn-aroud-time

Gain peace of mind

With guidelines and procedures

Key benefits of
SLA

Components

Description

Improve CX

SLA and customer experience? Yes. It’s simple – you invest money, and you expect that the service is delivered according to your needs and requirements. With SLA, you can be sure that we will meet our obligations. The SLA is a legally binding documentation that can assist you in seeking restitution if we don’t (worry not, that has never happened). The point is you have that so-much-needed form of insurance. And in turn, you gain the improved customer experience when we become business partners.

Define procedures

No clear guidelines and procedures – now that’s a red flag in business, especially in IT services. When there are no procedures, how can providers meet the expectations? Without a path to follow, the work can simply be not done. But hey, we’re not going to get into the details about what kind of disasters may happen when there are no procedures defined. Why? Because we always set these and know exactly what, when, and how should be taken care of. And you also know exactly how to let us know when our help is needed.

Trusted source

Changes are inevitable and there is always a possibility that something goes not exactly how it was planned. But when you have the SLA, it simply looks after your interests (and our as well). SLA is something that acts as a source of reliable information – legally vetted and relevant to service guidelines and standards. You see, we consider business partnership as a collaboration that leads to mutual benefit. SLA can be trusted by both involved parties.

Boost productivity

With set guidelines work is done faster and better, no doubt about that. Listen, it’s like there is a ‘Northern Star’ visible for the employees. The expectations are clear, the rules are well-known – these factors not only serve improving the productivity but also increase personal accomplishment. Of course, the metrics included in SLA are there to monitor how the work gets done. However, these metrics simply make everyone’s tasks easier to be fulfilled.

Peace of mind

Actually, this could be the ‘number one’ benefit – when you have that peace of mind, everything is simple. And that’s what you get when you have SLA. Issues happen, there is no way to eliminate them. But you don’t have to stress about them, when you have a clear path to report them and a set turn-around-time to fix them. You don’t have to wonder how much the particular services cost, as all this can be found in SLA. Both parties agree to the terms. You can focus on important aspects of your business.

What you’ll get?

A tailored-to-needs SLA, of course. What metrics will it include? It depends on the case, but here’s a list of typical metrics that can be found in SLA. Availability of service, technical quality, error rates, security, business results. You can take the stress off your shoulders, as in SLA are also the consequences of not meeting the expectations. So, you will get all the details about delivered services, guidelines, metrics, and procedures. Oh, and you will have that precious insurance, thanks to which you can sleep well from now on. We will handle the tasks as expected, you can move on to growing your business. Need to change anything in the SLA? Let’s talk!

Define and measure the level of service