Perhaps most of a service level contract comes next and is called a service agreement, which contains many key components for which the service provider assumes responsibility. Topics covered in this section include: a brief introduction to the agreement, which concerns the parties, the extent of benefits and the duration of the contract. For example, a Service Level Agreement (SLA) is a contract that defines a number of delivery elements that one party has agreed to provide to another. This agreement may exist between a company and its customers or a service that provides a recurring service to another department within that company. As a service provider, you should avoid discussing sanctions or explicitly including them in the ALA. Unlike the usual penalty anxiety, you may be surprised to learn that penalties help a lot to keep customers going during the term of the contract and during the extension. When it comes to what should be in your service level contract, there is one last piece: regularly check these metrics to monitor your progress and ensure that distribution and marketing have access to reports for both parts of ALS. Business IT organizations, particularly those dedicated to IT services management, join their internal customers in ALS – users of other services within the company. An IT department creates an ALS to measure its services, justify them and possibly compare them to those of outsourcing providers. With an agreement, it facilitates the sale and marketing of promotional and marketing means.
Not all leads will be ready to be sold, perhaps marketing will have to maintain these leads and help them press them on the sales judge. As soon as a visitor becomes a lead, people who promote sales or marketing must get in touch with each lead in order to develop a relationship, either through a main interview or through follow-up with a sales interview. Most service providers provide statistics, often through an online portal. There, customers can check whether ALS is being met and whether they are entitled to service credits or other penalties under ALS. Key Performance Indicators (KPI): An important aspect of each ALS is measuring supplier performance. KPIs should be clearly mentioned for the assessment of service levels. Some KPIs are: Turn Around Time (TAT), First Contact Resolution (FCR), Closure Rate (CR), number of files processed, etc. In the absence of a Service Level Agreement (SLA), your company, which depends on multiple suppliers, can be seriously threatened. Let`s understand that by an example. Set a good base number. Defining the right measures is only half the fight. To be useful, measures must be set at reasonable and achievable performance levels.
In the absence of solid historical measurement data, you should be prepared to review and adjust parameters later through a predefined process specified in ALS. Somewhere between the two years and every quarter works well for most companies. The faster your growth, the more you should check and update your ALS. The service received by the customer as a result of the service provided is at the heart of the service level agreement.