A service level agreement (SLA) defines the level of service a customer expects from a provider and defines the metrics against which that service is measured and the corrective actions or penalties if the agreed service levels are not met. Normally, there are SLAs between companies and external suppliers, but they can also be between two divisions within the same company. Your staff should receive extensive training on SLA protocols and expectations to avoid any potential misunderstandings. Depending on the role and functional area, your team members need to know exactly what aspects of your SLA are in their track (for example. B the provision of the service, customer support, disaster recovery) and the elements for which they are not responsible. It should also be an important part of your training and onboarding process to ensure that new team members and staff are good enough to explain things to customers and ensure they comply with the policies and requirements set out in your SLA. An Earn-Back is a provision that can be included in the SLA and allows providers to recover service level credits if they work on or above the standard service level for a certain period of time. Earn Backs is a response to the standardization and popularity of service level credits. Stakeholders – Clearly defines the parties to the agreement and defines their responsibilities. The process by which goods or services are purchased by a source outside the company is . For example, a decision-making management could be a more valuable contact than an intern. If this is the case, you can perform the above analysis for each subset of leads and set separate goals for each type/level of quality. Management elements should include definitions of measurement standards and methods, reporting processes, content and frequency, a dispute resolution procedure, a indemnification clause to protect the customer from third-party disputes in the event of a breach of the level of service (but this should already be covered in the contract) and a mechanism to update the agreement as appropriate.
MSPs work in a number of independent environments, which means there are a number of different elements and constraints to monitor. While your SLA is meant to sketch out the specific services you`ll be providing and set performance metrics, it`s actually a legal business deal. As such, it must protect your business by limiting your risk. The inclusion of a blocking clause provides this protection, so you are not subject to conditions beyond your control. Service Performance – Metrics and performance levels to measure performance are defined. The customer and the service provider should agree on a list of all the metrics they use to measure the provider`s service levels. If both parties agree to include Earn Backs in the SLA, the process should be carefully defined at the beginning of the negotiation and integrated into the service level methodology. He or she may also need to meet with customers from time to time to discuss the delivery or other service issues if they occur at any time. . . .