Service Level Agreements (SLAs) for Service Management

SLAs- Two-Way Accountability for Customer Service

A Service Level Agreement (SLA) is a type of service management system that establishes a two-way accountability for service, mutually agreed upon by customer and provider. It is really a contract that documents operational and interpersonal relationships, establishes mutual expectations, and provides a standard to measure performance. Organizations that have such systems in place achieve higher customer and employee satisfaction ratings.

This white paper explains how to get started in creating a Service Level Agreement and pitfalls to avoid. The following is the table of contents for the white paper:

  1. Service Goals
  2. Definition of terms
  3. Service delivery elements
  4. Escalation procedures
  5. Telephone, Web and Email response times
  6. First contact resolution by the Support Center
  7. Reporting methods
  8. SLA contract period
  9. Examples of cases by severity level and case type
  10. Sample of the customer satisfaction survey questions

See and click “Download White Paper” to request this White Paper.

Client Success

  • 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
  • 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
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms