When it comes to cloud computing, Service Level Agreements (SLAs) act as both the structure and warranty of the terms of the relationship between the consumer and provider. SLAs that are tailored toward services in the cloud often include information that differs from other agreements of the same stature.
The following are six important considerations to be aware of for service level agreements customized for the cloud:
What specifically needs to be included in a service level agreement? Which aspects are described in an SLA? In this post, we explain the 6 common elements of a service contract.
It is no secret that in the digital age, convenience and instant gratification are king. Convenience and speed are evident everywhere from cloud servers to text message jargon. Everything is designed and cultivated to be as quick as possible. But perhaps some things are meant to happen just a little bit slower.
Sometimes life gives you lemons. It happens to you personally and it will happen with your business too. From the small issues like late delivery of a customer's order to the big ones like a product recall that threatens the bottom line, the trick to handling lemons is learning to make them into lemonade. Here are some examples of companies who turned lemons into lemonade and some tips for how to do it yourself.
Service level is an important KPI in a call center. Basically, service level is defined as the percentage of calls answered within a specified number of seconds. A common SLA metrics example is 80% of calls answered within 30 seconds. This response time SLA is sometimes considered an industry standard, but customer service is about more than just a speedy response. Let's take a look at some of the other factors involved in setting service level goals and service level objectives.
Sometimes it is necessary to apologize. Apologies usually come after a mistake has been made. The idea of acknowledging that there is something to apologize for is off-putting to many businesses, but the fact is, mistakes sometimes happen. Whenever your company is dealing with customers who would like an issue addressed or have a complaint to make, an apology is a good place to start.
One generally presumes businesses and corporations when they think of IT department support. However, IT support for colleges and universities in the U.S. is growing exponentially in light of the technological revolution.
One such example is San Jacinto Community College (SJC). Based in Pasadena, Texas, SJC serves approximately 30,000 credit students and 2,500 faculty and staff. The IT department has 115 employees supporting three campuses, a District office and several extension centers.
Colleges present different challenges for IT help desks than businesses. For starters, they have different customers and different hours. Students are extremely tech savvy, much more so than the average working adult, and possess high expectations not only for the technology available to them, but also for support.
In addition, students often use their own technology and work away from a physical campus. Unlike in a traditional business setting, in which employees mainly work on the company's devices, IT help desks must contend with compatibility issues more often.
Given these distinctions, it is not particularly surprising that a successful help desk for an institution of higher learning is fundamentally different from that of a business.
With today's mobile workforce, the ability to access answers to important questions quickly is a must. Meghan M. Biro at Forbes says there is a "need to maintain a corporate culture supportive of - and with technical and communications systems in place - to enable remote employees to be successful."
Working around-the-clock to meet a client's needs is what a great attorney does. If that clock is slowed down in any way it costs extra money. Miles & Stockbridge P.C. has enjoyed a rich history of well-planned growth, enduring client relationships and loyal community leadership for over 80 years. They support approximately 500 employees in 8 offices across the east coast of the USA. "Since we are providing IT technical support to attorneys that work around-the-clock, we needed a solution that could be accessible anywhere and anytime by our staff. Our attorneys' time is our 'stock in trade', so we must keep the firm up and running and highly productive on a large number of applications and various hardware platforms in order to generate revenue." (Ken Adams, Chief Information Officer) They were spending a lot of time and money on managing and maintaining servers and software to host their previous application.
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