What draws a client towards a particular service brand when there’s an ocean of selection? You might say the visual marketing tactics and the typical testimonial statement. However, some businesses rely on their service quality and its consistency in offering the best. And that’s what the clients need. If you want to assure your clientele that you have full confidence in your customer service, step up and get them to sign a service level agreement. It builds a transaction and an understanding rooted in transparency and accountability, which can lead to formidable brand patronage.
A service level agreement (SLA) is an agreement that outlines its terms and conditions and defines the level of service that a client expects from a service provider. It doesn’t only describe what services to be provided, but it also sets a standard quality and the accompanying consequences when those fail. It contains the quality monitoring process, the criteria for quality identification, and the remedies or problem-solving procedures to be implemented when a “service level” falls below the designated standard.
When it comes to significant business services involving complex project management plans such as software programs and security maintenance, why are agreement terms and contracts important. According to Azcentral, contracts are necessary because they emphasize the importance of responsibility, a definite timeline, and a crystal payment term through a binding document. All of these ultimately increase the quality of any service.
Learn how to make your own service level agreement document through the following steps:
The terms of your agreement are the core of your document because it constitutes the service provider’s sworn responsibility to its client and vice versa. This is also where the contract will introduce and define all parties involved to identify the key roles in fulfilling certain duties. The agreement terms includes your service timeline and the boundaries and limitations each party should abide by. Understanding the terms’ content allows both the provider and the client to understand their parts in the agreement and avoid violations. This leads to a cooperative and equally beneficial business transaction.
An SLA is unique among all other service agreements because it strictly heeds certain standards or service levels. Your agreement should clearly state your service performance level. It should also state what monitoring mechanism you have available for them. This is why internet providers use SLA in their dealings because the quality of their service is measurable. When a service provider falls short in providing the right service quality, its client can demand compensation. Therefore, it’s a transaction built on transparency.
Any agreement would be incomplete without a clear specification of the payment terms. This is among your client’s main responsibilities. State the exact payment amount that they have to pay according to the services they availed. Include a detailed payment schedule and the consequences they’ll face if they fail to comply with their monetary obligations.
Contract cancellations are frequent in service industries. Even if you’re unwilling to let go of a client, it’s necessary to add a cancellation process on your agreement. This also saves you time from the barrage of phone calls and customer service inquiries on how they’ll cancel their subscription to your services. You can also provide a contract termination clause that you can use when they fail to fulfill their duties or violate one of the terms.
The three different categories of service level agreements are customer-based service level agreement, service-based service level agreement, and hierarchical service level agreement.
The essential elements of a service level agreement are the agreement overview, stakeholders, goals, timeline review, service agreement, and service management.
The following are some of the service level agreement metrics:
A client’s trust is a business’s gain. There’s nothing more efficient in winning your customer’s loyalty other than making your services open to scrutiny and monitoring. This allows them to take part in the process and gets them more involved in ensuring that they’re receiving their time and money’s worth adequately. A service level agreement makes all of these possible. Go through our agreement options and choose the SLA that meets your needs perfectly. Download now!