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3 Other SLA’s Used in Customer Service:

In my last blog, I listed three common SLA’s. However, those aren’t the only three. There are three more that are quite common. There’s multilevel, service-based and customer-based.  The last two are similar to some in the last blog with some slight differences.

Multilevel SLA: This SLA is fairly self-explanatory.  It is when the SLA is split into different levels.  The levels address different sets of your customers for the same services.  This eliminates having more SLA’s than necessary and, to me, seems to prevent clutter.

Service-based SLA: This is based more on the service than the customers. It’s an agreement for the customers using the services being provided.

Customer-based SLA: This is a SLA that you have with a specific customer and it covers every service they use/that you provide them with in a specific department.  There’s actually

There’s a great explanation of customer vs. service based SLA’s on The Art of Service’s website if you would like more information.

There are variations of Service Level Agreements but they all have one similar goal in mind—to make sure each party knows what to expect within this business relationship. No one will have outrageous expectations if there is a SLA presented upfront and both parties agree on it.

What kind of SLA’s does your company use? Do you think they are necessary for businesses to function properly?

Thank you for keeping up with our CXO Blog. Have a relaxing weekend.