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. Customers can establish common metrics for multiple service providers, which take into account the cross-vendor impact and take into account the impact that the provider may have on processes that are not considered part of their contract. In addition to defining the services to be provided, the contract should also document how the services are to be monitored, including how the data is collected and disclosed, how often it is verified and who is involved in the verification. In a previous life, I led the provision of a service for a small IT company. We have created software builds, routine maintenance and management services. Some contracts would span all three, others would span just one. Typically, these processes and methods are left to the outsourcing company to ensure that such processes and methods can support the SLA agreement. However, it is recommended that the client and the outsourcing company collaborate during the negotiation of the SLA in order to eliminate misunderstandings about the process and method of support, as well as the management and reporting methods. Measures should be designed in such a way that both parties do not reward bad behaviour. For example, if a service level is violated because the customer does not provide information on time, the provider should not be punished. Any important contract that is not subject to an associated SLA (reviewed by a lawyer) is open to intentional or accidental misinterpretations. The SLA protects both parties in the agreement.
Service level agreements for call centers are nothing short of a must, as there are many quantitative metrics such as response time, wait, and first call resolution (FCR), which clearly show the quality of the service provided. The way to do this is simply to make sure that you have sufficient performance standards across the organization, especially in the specific teams that act as service providers in your company. If the service provider is acquired by another entity or merges with another entity, the customer can expect its SLA to remain in effect, but this may not be the case. The agreement may need to be renegotiated. Don`t make assumptions; Note, however, that the new owner does not wish to alienate existing customers, which allows him to choose to respect the existing SLAs. Sometimes you may see service level agreements that are 100% legal. In my humble opinion, they should be avoided – or at least two SLAs should be created; one for lawyers and one for the people who have to execute it. This checklist is suitable for customers of both service providers. Our conditional logic function adapts the checklist based on who you are.. . .