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Brad Andrews

Page 6

T o make this concept more manageable and measurable, many organizations have implemented the use of Service Level Agreements (SLAs). These contracts detail every expectation that the customer has with regards to the core services and the

corresponding service levels that the service provider will provide to the customer. Using good practice, these contracts should also include important details such as service provider roles and responsibilities, including names and contact details for service owners, and staf who are accountable for the output of a service and ensuring that service levels are met in accordance with the SLA. Ultimately, SLAs record what has been discussed, negotiated, and agreed upon between the service provider and the customer before the signing of the contract.

SLAs support the service provider and the customer by formalizing set expectations in terms of quality of service and, if any, what the consequences of service level breaches will be, e.g., penalties or refunds if certain agreed parameters are not met. SLAs can also successfully separate the roles of the service provider and customer.

Service Level

Agreements

Most organizations share the same customer-service driven approach that “The customer is always right.”