SLA stands for service level agreements
It may seem surprising that a hot topic like SLAs is still so divisive, and not everyone who works in customer service understands why you need SLAs. In my opinion, both theoretical knowledge and life itself dictate the absolute necessity of SLAs when delivering services. Without these essential agreements, you can expect a lot of bad blood, unproductive blaming and just negative vibes in general.
The short story is: lacking an SLA is bad for business. Nobody wants spoiled relationships to turn into spoiled reputations. So in this post, we look at why you need SLAs and what the basic do’s and don’ts of writing them are.
The most basic criteria to be included are usually speed of reaction, feedback frequency, expected times for temporary solution delivery and expected times for final problem resolution. But a lot of criteria will vary from project to project.
Other criteria to include are:
If during the writing of the document something is omitted, it will usually come up in development and may require subsequent revisions to the SLA.
If one or both sides realize during the project implementation the importance of additional criteria that are not on the SLA, they should be added to the existing document.
A lot of custom criteria on the SLA will depend on the budget. For example, if you are paying less for the service, you may tolerate more server fails. But if you are in a long-term project with a substantial budget, you expect to have a system that almost never fails.
SLAs are especially important in IT but any type of business can benefit from a document of a similar kind, even though it may not have the same name. If you want to maximize your profit potential and minimize your risks, start writing an SLA right now.
Do you have any more do’s and don’ts on writing an effective SLA? Then drop us a line below!