Service Levels Agreements are everywhere, from Energy Companies to Pizza Delivery. For consumers it’s things like “delivered in 30 minutes”, or “the best nights’ sleep you’ve ever had”. For businesses it’s measured in response times, uptime or resolutions times – and setting these expectations is important! They allow both you and your customers to know when you are performing, and when there is work to be done to meet expectation.
At Lancom we have set strong SLA’s that we are proud of, so we want to give you a behind the scenes peak at what they are!
Before we dive in, we want to bring up an important 'extra', which is crucial in the success of implementing SLA's – the Communication Level Agreement. What's often missing is the discussion around the discussion! When and how will you communicate with your customer, especially in their times of need. The SLA is a great document, but it lives in the past. You only go to it after the fact. SLA’s always talk about mean time between failure, business hours response times and defect rates. And why do they always have a little star?Read More