No one likes to be surprised, including your employees. Once you have your project team working on the structure, wording and goals of the Service Level Agreement, it is time to begin telling your employees about the project. You can do this while on the phone with them in the Support Center. Another approach is to email periodic “Progress Updates” that explains the project, benefits and implementation plan. Sending these out every other week will get them prepared. They will be ready to support the Service Level Agreement when it is approved.
Here is a great White Paper on Implementing Service Level Agreements. See https://www.givainc.com/white-papers/index.htm