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Service Level Agreements (SLAs)

A Service Level Agreement (SLA) is a contract or agreement between you and your customer that defines what services you will provide and in what timescales they will be delivered. The definition may also include priorities, roles and responsibilities along with other performance metrics such as customer satisfaction.

The Service Level Agreement may form the basis of a contract between you and your customer with financial penalties imposed should you fail to meet the required levels of service. Your customer may in turn have SLAs with its own customers that are dependent on you meeting your SLAs so they can fulfil their own.

Service Level Agreement Template

Your SLA document should be unambiguous and clearly defined. The main areas to cover are:

Service Delivery

What services are being provided
The timescales for delivery
The quality of service required
Roles and responsibilities of you and your customer
Reporting against SLAs

Financial & Contractual Aspects

Charges & Payment terms
Compensation & Rebates for SLA breaches
Client confidentiality
Legal & regulatory compliance
Notification and resolution of disputes
Termination of the agreement

Points to consider

It is important to be clear on what is covered and what isn't. For example, will you support equipment that has not been appropriately maintained or is out of warranty? If so, will the same priorities and timescales apply? e.g. equipment that is out of warranty may need to be returned to your workshop with a 5 day turn around rather the usual same day on site service.

It is important that the person fielding the initial enquiry is able to quickly determine what rules apply. For example, is the customer supported on Bank Holidays? Has the customer paid for support?

Both you and your customer should accept a level of responsibility. For example, your customer should log calls through the proper channels but what happens if the Helpdesk number is constantly engaged? Does leaving a voicemail constitute logging a call? What if that person is on holiday?

Managing SLAs with Vivantio Service Desk

Vivantio Service Desk is designed to help you manage SLAs with your customers. Its easy to use, web based interface is one of the most intuitive on the market.

Vivantio Service Desk enables you to Log & track calls through to completion. Alert staff to issues with Customer Accounts. Track warranties & the status of assets and equipment. Assign work to engineers. Monitor & Report performance against SLAs. Alert staff prior SLA breaches and escalate overdue calls to management. Manage different SLAs and working hours for each customer. And much more...

Click here for your free trial of Vivantio Service Desk.