Service Level Agreement (SLA)
A service level agreement or SLA is basically a contract or an agreement done between the provider and the customers explaining the level and type of business dealing or service that is required by the customer from the vendor. Registration Service Level Agreement (SLA) online in India holds a framework or written copy that states what type of services customers will receive from that particular supplier or provider or business. The major intention of providing an SLA is to design and implement a set of deliverables which is provide by one party and accepted by another. This can be formed between a company and its clients or even the different departments within the same company.
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Service Level Agreement (SLA) - Overview
Advantages of Service Level Agreement
- Simplifies the Complex issues: Most of the customers are not interested to know how the service acts. All they want to know is how the service will impress them. The service level agreement can assist in the description of the questions that may come forward and how these questions can be answered if the response is not satisfactory or good enough.
- No Unrealistic Expectations: Most of the end-users are frustrated when they are not satisfied with the service or their expectations are not met, whether these expectations are naturalistic or not. A comprehensive and well-defined service level agreement example helps to explain the expectations efficaciously by conveying the information thoroughly and the abilities which are present in the service provider.
Different Levels of Service Level Agreement
The different levels of the Service Level Agreement are given below:
- Customer-Oriented Service Level Agreement: It deals with all the services provided to individual or customer groups.
- Service-Oriented Service Level Agreement: A large group of customers receiving a particular service signed this contract or agreement with the service provider.
- Multi-Level Service Level Agreement: This agreement is divided into levels by sets of customers for receiving identical services, in the same sla service level agreement:
- Corporate Level: It deals with all the affairs that are same for the entire company.
- Customer Level: It covers matters which are particular for an end-user or customer. While covering the affairs related to particular service is the job of service level.
Essentials of Service Level Agreement
Service Level Agreement or SLA is important because of the mentioned below factors:
- Furnishes precise, unambiguous and clear details concerning the service
- Describes the issue and its gravity also tells the reacting time
- explains what will happen if the objectives are missed
- What hierarchy, expertise and operational level agreement do the service provider follows?
- Holds the list of location in which service shall be offered and what shall be the exemption.
- Service Level Agreement drafts the penalties and rights for customers
- SLA contract policies help to hold the relationship between the service provider and customer positively and clean
- Service Level Agreement explains the commitments which the service provider will
- satisfy and make sure the end-users are happy and fulfilled
Writing an SLA
For writing an SLA, the following should be done by the party:
- Assessing the situation so as to ensure that the service and the level of service provided to the customer is reaching their expectations and satisfaction levels.
- Define the scope of the services required, the purpose of the service and all the other information’s which are applicable to the service.
- Defining the role, responsibilities, duties, and the duration of the agreement along with the applicable times of service providing which majorly would include the holidays, and such other days giving clarity.
- The next one required for writing SLA would be the setting of performance level for ensuring that the expected levels of service are set. And along with this the procedures to be taken in case of falling in the level of service provided or missing of activities shall also be provided.
- The project metrics ranging from mean time between incidents of services, turnaround time, uptime, mean time for restoring of service and such other applicable metrics should also be defined and set.
- The terms, conditions, rules and norms associated with the service along with the total payment and the time for payments should be specified.
Drafting of SLA
Role of Ritedger in Drafting Service Level Agreement
Registration Procedure of Service Level Agreement in India
Two Working Days
- Our executive will communicate with you regularly to make you understand the requirements of service level agreement best practices, once you mail in your request to us. In case, if we need any more information, you will get all the needed details from you. Once we require everything needed, we will act upon your request and will regularly send the updates and reviews within the span of just 3 or 4 working days. You can call back us and discuss the modifications or sure changes on the drafted document.
Two Revision Rounds
- In case, if you are not satisfied with the drafted document done by us or if you want to include any additional points or to modify it further, then the lawyers will immediately work on it again. We provide two rounds of loopings with free of cost, which is included in the actual price.
Frequently Asked Questions
A Service Level Agreement (SLA) works as a contract or agreement between a company and its service provider. It describes the obligations and expectations of the customer and service provider relationship..
- Customer-Oriented SLA
- Service-Oriented SLA
- Multi-level SLA
Follow these steps to write the SLA Agreement:
- Describe The Level Of Service
- Evaluate the Current Situation
- Describe The Terms Of The Agreement
- Determine Performance Levels during Creating Practical SLA
- Describe the Project's Metrics
- Record the Procedures of Escalation
- Mention Conditions And Fees
- Mention Practical SLA Exclusions
The SLA includes the description of the services to be offered and their required service levels but also explains about the systems of measurement by which the services are evaluated, the rights and responsibilities of each division or party of the company, the penalties or fines or remedies for breach, and a protocol and format for include and removing metrics.
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