EDGE SLA is made up of certain, key components. It may vary depending on the company or specific SLA but there are some basics that we for each individual Service Level Agreement.
- Exact Service(s) Being Provided: This helps eliminate any potential communication mishaps or confusion from the beginning. If you list the exact services you will be providing with no loopholes, the customer will not expect more than you are going to give them per the SLA.
- Responsibilities of Both Parties (supplier & customer): Let the customer know what they should expect from you and what you expect from EDGE. This goes along with the first component but each our client needs to communicate effectively from the beginning of their business critical.
- Timetable for Delivery: SLA’s will give customers a timetable to let them know how long it will take the service provider to get back with them via phone call, email- whatever your agreed upon method is. For example: “If you submit a help-desk ticket, we will call you no later than 2 business hours after it is record”.
- How Disputes Are Handled: This lets the customer know what your procedure is for any disagreement and how exactly you will approach it. Even if your procedure will vary depending on the dispute, putting a section in your SLA overviewing how disputes are handled, it gives the customer peace of mind.