SLA Based Services

Understanding Service Level Agreements (SLAs) for Customer Support:

Keeping up with customer demands can be difficult. That’s why when two companies decide to do business, they often work together to create Service Level Agreements (SLAs) that outline what is expected from each other. Let’s take a closer look at SLAs and, more importantly, how to manage them efficiently so they become an asset instead of a liability…

What are SLAs in customer support? – Customer support SLAs are a set of service-related goals that a company creates for processes that have a quantifiable outcome. Some of the more common SLAs are based around how quickly a support ticket will be replied to or how fast a ticket will be closed. For example, an SLA may indicate that 90% of support requests received (on a normal support day) will be responded to within 6 hours. Many companies also use SLAs to organize their support tickets and better understand customers.

Why do companies use SLAs? – Simply put, SLAs provide companies a standard to hold each other accountable in regards to customer support efforts. They also create a goal for employees to meet so they remain productive. Most importantly, they can prove that negotiated promises between companies are being kept. Depending on the agreement, failing to meet an SLA (often called an SLA violation) can result in a cash payment and/or a discount to the customer. This compensation is for the business inconvenience that may occur from the poor support experience.

How do companies start with SLAs? – One of the most common examples of SLAs to start with is based around ticket severity types (low/normal/high/urgent) with different response and resolution timeframes assigned based on the severity. It should be noted that some companies prefer “private” and “public” SLAs – this means showing customers one thing with the SLAs stating another. For example, a company may tell customers to expect a support ticket response within 6 hours, but their SLA requires a 4 hour response. This gives them wiggle room and makes them look better to customers if they are able to respond faster - classic "under promise and over deliver".

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