Service Level Agreement
A service level agreement (SLA) is a formal document between a service provider and the user. It does not define how the service will be delivered but rather provides a measurable framework for the provision of that service. Some metrics that are used to define the SLA might include the mean time between failures, an agreed accepted level of downtime across an agreed time frame, support response and resolution times.
Advantages of a Service Level Agreement
Eliminates Unrealistic Expectations
Customers are frustrated when their expectations are not met, whether or not these expectations are realistic. A comprehensive SLA effectively manages these expectations by communicating the abilities of the service provider.
Simplifies Complex Issues
Customers don’t usually want to understand how your service works. What they want to know is how it will affect them. The SLA, therefore, describes the issues that are likely to arise, what the immediate response will be and how the matter can be resolved if the response is not satisfactory.
Service Level Agreement Procedure
2 Working Days
Once you send in a request, our representative will get in touch with you to understand your requirements. If further details are required, we will contact you for the same. Once these are in, we will work on the request and send it to you for review within 3 to 4 working days. Feel free to get back to us if you would like any changes.
2 Working Days
In case you would like any changes to the agreement, our lawyers will work on them. Two rounds of iterations are included in the original price.