Service credits are useful for getting the service provider to improve its performance, but what if the service falls well below the expected level? If the SLA contained only one service credit, the customer might be able to pay for an unsatisfactory overall service (albeit at a reduced rate), provided that the service provided is not so bad that it constitutes a material breach of the contract as a whole. The solution is to include a right for the customer to terminate the contract if the provision of services becomes unacceptable. Therefore, the SLA should include a critical service level failure level below which the service provider has this right of termination (and the right to bring an action for damages). For example, if service credits take effect when a service level error has occurred twice in a given period, the SLA could indicate that the customer has the right to terminate the contract for hardware violations if, for example, the service level has not been reached eight times in the same period. As with service credits, each service level must be considered individually and weighted according to the importance of the business. With an online service, the availability of that service is essential, so you can expect the right to terminate earlier than not providing routine reports in a timely manner. In addition, the SLA could aggregate certain service levels to calculate service credits and the right to terminate in the event of a critical outage. SLAs sometimes include aggregated rating systems for these purposes. Some providers may claim the right to “regain” paid service credits. Such a provision allows providers to recover the service credits they have waived in the event of an SLA failure by working at or above the standard service level for a certain period of time.
While providers may argue that a repayment provision is only fair, it can undermine the overall approach to service credit. This alignment – which we call “smarketing” – is largely the result of a conscious decision to work together, set goals and make agreements between the two teams. Customers can create common metrics for multiple service providers that consider cross-vendor impacts and consider the impact the vendor may have on processes that are not considered compliant with the contract. A service level agreement (SLA) is a contract between a provider and the end user that specifies the level of service that the customer should expect from that service provider. This means that they also serve a company`s internal processes. They are often used when a company registers new customers for a service. In this section, add reference agreements, policy documents, a glossary, and relevant details. This may include terms and conditions for the service provider and customer, as well as additional reference documents, such as. B contracts with third parties. In addition, these measures must be realistic and actionable for the service provider. If the Company cannot guarantee the provision of the level of service described in the Agreement, it will not meet the main expectations of customers and will therefore act in accordance with the terms of the SLA. Therefore, the contract must be carefully reviewed by both parties and evaluated for its good performance and mutual satisfaction.
In addition to specifying the services to be provided, the contract should also document how the services are to be monitored, including how data is collected and reported, how often it is reviewed, and who is involved in the audit. There are three basic types of SLAs: Customer Service Level Agreements, Internal Service Level Agreements, and Vendor Service Level Agreements. An SLA highlights what the customer and service provider want to achieve with their cooperation and describes the obligations of the participants, the expected level of performance and the results of the cooperation/use of the services. An SLA usually has a defined duration that is clearly stated in the document. The services that the provider undertakes to provide are often described in detail to avoid misunderstandings, including procedures for monitoring, evaluating, and troubleshooting performance. 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; However, keep in mind that the new owner does not want to alienate existing customers and therefore may decide to abide by existing SLAs. The SLA is a documented agreement. Let`s look at an example of an SLA that you can use as a template to create your own SLAs. Remember that these documents are flexible and unique. Make the necessary changes, as long as you involve the parties involved, especially the customer.
And consider other topics that you may want to add agreements to, such as. B: Measures should only reflect factors that are under the reasonable control of the service provider. Measurements should also be easy to capture. In addition, both parties should refuse to choose excessive amounts of measurements or measurements that produce large amounts of data. However, it can also be problematic to include too few measures, as the absence of a measure could give the impression that the contract has been breached. For example, the customer is responsible for providing an agent to resolve issues with the SLA-related service provider. .