WHAT TO DO IF WE BREACH AN SLA

Service Level Agreements or SLAs are agreements with the client that defines the clients expectations of requested service and the agreed terms of fulfilling them. In previous posts, we have introduced SLA types (Customer-based SLA,  Contact-based SLA, Service-based SLA) and how to design them. In this post we will talk about the steps to follow when one of the SLAs are broken.

Read more @ define SLA

What to do if we breach an SLA?
It is not common to surpass an SLA if they are well defined in our service desk design and setup. Even so, it can happen.

At this point, it is important to act methodically to restore service as soon as possible.

Communication and speed will be our allies in order to successfully restore the SLA, and to turn the situation positive.
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