Customer Service Level Agreement Template
Parties to the Agreement
Between: Customer Name Customer Address City, Province Postal Code And: Support Excellence Inc. 1070 – 340 12th Avenue S.W. Calgary, AB T2R 1L5
Key Parameters Of This Agreement:
Agreement Period: SLA Customer Contact: From Date – To Date Contact Name
Mission Statement:
To deliver contracted services to the customer in a predictable, reliable and timely manner, that meets or exceeds the customer’ s expectations. Hours of Operation (E.g. 7x24 5x12 Monday through Friday – 06:00 to 18:00, with coverage on Saturday from 08:00 to 17:00) List of products and services to be provided to the customer. (select the appropriate and add/change as required) o o o o Provide first level support for MS Office applications. Provide first level support for Thin Client access. Provide first level support for contracted LAN and File Servers Provide first level support for network queries Page 1
Hours of Operation
Products and Services Supported (extracted from the service contract)
Support Excellence Inc.
Customer Service Level Agreement
Template
o o o o o o o o o o o o o o o Method for Requesting Service o o o o o
Provide first level support for email queries Provide first level support for PC and Printer problems Provide first level support for Internet queries and problems Provide first level support for general technology queries Processing of Service Requests for Move/Add/Configure/Delete Provide second/third level support for MS Office applications Provide second/third level support for Thin Client access Provide second/third level support for LAN and File Server Provide second/third level support for email services Provide architecture and design services for network management Provide architecture and design services for Thin Client services Provide architecture and design services for internet and intranet services Provide onsite deskside support for “break-fix” component repair/replacement. Provide inventory tracking and physical inventory data capture services for contracted components. … ..others The customer is authorized to contact Support Excellence Inc. via: Telephone: Phone number Internet: www.supportexcellence.com Email at Info@supportexcellence.com … . Others
Service Goals
Priority and Escalation
Severity 1
Impact: Major Outage – One or more major work groups down (e.g. Server down or degraded or major multicustomer server down or degraded) 30 minutes from initial report Immediate 30 Minutes forward Customer Escalation Customer Contract Manager
Targeted Service Restoration: Automatic Escalation To Occur: Problem Coordinator Controlled Escalations Timeframe Immediate o o
Internal Escalation Technical Support Pager Technical Support Manager
Support Excellence Inc.
Page 2
Customer Service Level Agreement
Template
30 Minutes
o o o o o o
1 Hour 2 Hours 4 Hours Weekly Monthly
Customer Account Manager Manager Operations Manager Customer Service Vice President – Operations Vice President – Customer Service President
Senior Contract Manager
Severity 2
Impact: Service Disruption – One work group down or service hampered (e.g. single server down affecting one work group) 1 hour from initial report Immediate, 30 minutes 1 Hour forward Customer Escalation
Targeted Service Restoration: Automatic Escalation To Occur: Problem Coordinator Controlled Escalations Timeframe Immediate 30 Minutes 1 Hour 2 Hours o o o o o o o
Internal Escalation Technical Support Group Customer Account Manger Technical Support Manager Customer Services Manager Vice President – Operations Vice President – Customer Service President
Customer Contract Manager Senior Customer Contract Manager
4 Hours Weekly Monthly
Severity 3/4
Impact: Targeted Service Restoration: Single Desktop down 8 hours from initial report
Support Excellence Inc.
Page 3
Customer Service Level Agreement
Template
Automatic Escalation To Occur: Problem Coordinator Controlled Escalations Timeframe Immediate 1 Hour 2 Hours 4 Hours 8 Hours Weekly o o o o o
Immediate, 8 hours Weekly and Monthly as required. Customer Escalation
Internal Escalation Technical Support Group
Technical Support Group Manager Customer Account Manager Customer Service Manager Operations Manager
Customer Contract Manager
Monthly
Measurement Criteria
SEI Support Centre - Problems
Metric Resolved on First Contact Speed of Answer Average Time to Resolve Customer Satisfaction Compliance Target 80% of resolvable calls 80% in 30 Seconds SLA within Priority 95% Very Satisfied or better Performance Reporting Mechanism Monthly Service Level Report Monthly Service Level Report Monthly Service Level Report Monthly Service Level Report
SEI Support Centre – Service Requests
Metric Average Time to Fulfill Customer Satisfaction Compliance Target SLA by Standard Service Type 95% Very Satisfied or better Performance Reporting Mechanism Monthly Service Level Report Monthly Service Level Report
Technical Support Services
Metric Customer Contact Compliance Target 80% within 1 hour of dispatch Performance Reporting Mechanism Monthly Service Level Report
Operational Services
Metric Compliance Target Performance Reporting
Support Excellence Inc.
Page 4
Customer Service Level Agreement
Template
Platform Availability Network Availability
?? % average availability ?? % average availability
Mechanism Monthly Service Level Report Monthly Service Level Report
Customer Responsibilities
The customer is party to this agreement, and commits to the following responsibilities.
Contract Management
o o o o Providing a primary contact for service delivery problems. Providing analysis and evaluation of monthly Service Level Reports. Providing a communication link to customer management. Providing a single point of decision-making in regard to the service contract compliance and delivery.
Problem Resolution or Service Request Processing
o o o o o o Providing name, company name, department and location Providing unique identifier (use rid or other identifier) Providing/Confirm equipment identification (device inventory tag, serial number etc.) Providing a clear description of the problem or service requested. Identifying alternative sources of computing resources where longer-term problem resolution or component service is required. Providing an assessment of the “Urgency” of the problem. If the customer indicates the problem is “Critical”, they commit to working with the Technical Support Analyst and SEI SC until the problem is resolved. Arranging access to the work location if required for on site deskside support. Providing an alternative individual to be contacted if the calling customer will not be available. Providing concurrence that resolution has been completed. Responding to customer satisfaction surveys when received, providing thoughtful assessment of service received and problems encountered.
o o o o
Service Level Reporting
Support Excellence will provide to the customer via the SLA Contract Manager, a monthly Service Level Report that provides the customer with an assessment of the previous month’ service delivery s performance against the metrics outlined in this agreement. The report will be delivered by the [Time Frame goes here.. e.g. 10 work day of the month following] to the SLA Contract Manager. The Support Excellence Customer Account Manager will present the report to the Customer Contract Manager, and will review the contents in detail. The Customer Contract Manager will accept the Service Level Report, identifying service issues and concerns to the CAM. The CAM will document customer concerns and issues in meeting minutes/summary, and will initiate actions required to resolve customer issues. The Service Level Report will be formatted with the appropriate information as follows. o o o o o Service Commentary (analysis of the month’ service delivery) s Summary of Service Metrics (matrix of measured services and SLA results) SEI Support Centre Performance (charts and graphs of SEI SC performance in the following categories) Telephone Contact Performance Web/Email Performance Support Excellence Inc. Page 5
Customer Service Level Agreement
Template
o o o o o
Problem Management Service Request Management Change Management (Summary of number of changes, and analysis of backed out or cancelled changes) System Outages Analysis (analysis of unplanned outages (Severity 1 problems) and the results of the problem elimination analysis). Process Improvement Initiatives (a status of current and planned process improvement initiatives)
Agreement
Date: Date of Agreement
Per:
Per:
Contract Manager Customer
Contract Manager Support Excellence Inc.
Witness
Witness
Support Excellence Inc.
Page 6