The main reason companies use a service level agreement is to align expectations with their service provider. SLAs, in particular, help service providers move forward with an understanding of what is expected. For this reason, service level agreements include corrective actions based on established STOs. If a service provider does not provide a high-quality service, its customer may ask one of the following questions: If the service provider is acquired by another company or merges with another company, 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; Keep in mind, however, that the new owner does not want to alienate existing customers, so they can choose to abide by existing SLAs. Rock-solid SLAs contribute significantly to customer loyalty – When evaluating your unique business-customer relationship, it`s important to remember that every customer you have has similar relationships in different industries. For this reason, you are constantly compared and evaluated not only with your direct competitors, but also with other companies that a customer works with. One way to stand out from all other companies is to have excellent customer service, reinforced by rock-solid SLAs. Take the time in advance to negotiate these agreements so that they exactly meet the needs of your customers, but they are also fair to your business. Shining in customer service not only leads to happier business relationships, but also reduces churn rate and increases your referral rate. IT outsourcing contracts, where service provider compensation is tied to business outcomes, have gained popularity as companies evolve from time- and hardware-based or full-time, employee-based pricing models.
NoteWe need to measure the overall availability of the service. The maximum threshold is the maximum outage per incident and/or the total amount of the outage per month. In addition, the statement of objectives describes performance measurement plans. The client specifies the objectives that the service provider must achieve. These objectives make it easier to measure the provider`s performance. A good SLA strategy can increase new business – Too often, customers leave a competitor because they are inattentive. Problems and demands fall through the cracks, creating even more problems and chaos that can only be solved by ending the relationship. Your potential customers are often looking for a new professional relationship because they have experienced poor service and are looking for a partner who listens and meets their needs. With that in mind, leveraging professional SLAs can be an incredibly powerful sales tool. However, you can`t just promise great SLAs over the phone. Instead, make sure that potential customers ask current customers about their experience with your SLAs while they perform their due diligence. Hearing about the success and impact of a thriving SLA program can make or break a deal, especially for a prospect with experience of poor service delivery in the past.
Best practices help people adapt to difficult situations. Best practices are most powerful when they are written and easily accessible. If service providers can give their employees a quick guide to these best practices, this is an ideal scenario. Typically, these processes and methods are left to the outsourcing company to ensure that these processes and methods can support the SLA. However, it is recommended that the client and the outsourcing company work together during SLA negotiations to dispel misunderstandings about the process and method of support, as well as management and reporting methods. .