Creating Service Level Agreements (SLAs) for Customer Service

Creating a rough draft

There are several components to an SLA. It is important that the language is familiar to your environment. Use a straw man to introduce the concept to your organization. This will help the rest of the project team understand the complexity and importance. The following is an example of the categories that should be included in your SLA. However, remember that it must be clear, well written, and easy to read and not very long.

1) Introduction

a) Purpose of the SLA

b) Mission of IT (This is not just between the Support Center and customers)

c) Customers covered under the SLA

d) Locations

e) Owner of the SLA document and communications path

f) Services covered. This is only a high level statement.

2) Service Goal.

a) Overall goal. Example: Resolve 100% of all severity level 1 and 2 cases in the timeframe specified. This is the first place that you are making a statement about what is important. You cannot be a success treating all cases equally. Level 1 and 2 are high severity level cases that directly impact the productivity of a number of customers/locations of the company. You must make sure these get done on time. Getting the others done on time is a bonus.

b) Specific goals. List the severity levels and the time the case should be responded to and the time it should be resolved.

 

Here is a great White Paper on Implementing Service Level Agreements. See https://www.givainc.com/white-papers/index.htm

Select Implementing Service Level Agreements: "The Critical Element in Service Delivery"

Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 50% increase in productivity by using Giva's integrated custom forms
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use