Implementing Service Level Agreements (SLAs) for Service Management
SLAs- Two-Way Accountability for Customer Service
A Service Level Agreement (SLA) is a type of service management system that establishes a two-way accountability for service, mutually agreed upon by customer and provider. It is really a contract that documents operational and interpersonal relationships, establishes mutual expectations, and provides a standard to measure performance. Organizations that have such systems in place achieve higher customer and employee satisfaction ratings.
This white paper explains how to get started in creating a Service Level Agreement and pitfalls to avoid. The following is the table of contents for the white paper:
- Service Goals
- Definition of terms
- Service delivery elements
- Escalation procedures
- Telephone, Web and Email response times
- First contact resolution by the Support Center
- Reporting methods
- SLA contract period
- Examples of cases by severity level and case type
- Sample of the customer satisfaction survey questions
