The Successful CXO
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3 Commonly Used Service Level Agreements

  

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What exactly is a “Service Level Agreement (SLA)”?  Business Dictionary defines SLA as a “contract between a service provider and a customer, it details the nature, quality, and scope of the service to be provided.” 

Every CEO, Business-Owner, or even business-person knows the importance of a SLA.  They let everyone know what to expect when you go into business with one another so there are no unfortunate surprises later on. It helps to define your goals and objectives within this partnership.

There are multiple levels of SLA’s, these are 3 common ones:

• Corporate-level SLA:  This SLA covers all generic service level management problems to every single customer throughout the company. Usually less unpredictable and SLA reviews are required less.
• Service Level SLA: This SLA covers all service level management (SLM) issues related to the specific service in relation to the specific customer group.
• Customer Level SLA: This one is similar to the service-level SLM in that it covers all SLM issues relevant to the certain group of customers. However, this applies regardless of services being used.

These are just a few types of Service Level Agreements.  What type do you use for your company? Do you use multiple types?

Read our other blogs on SLA's for more information.