Connecting People to Knowledge TM
The Basics of Drafting a Service Level Agreement
Service Level Agreements play an integral role in ensuring that clear, concise
expectations have been established between the Knowledge Center and the
customer. The SLA sets forth the rules of service that the Knowledge Center will
provide, and establishes proper escalation procedures and methods for reviewing,
revising, and enhancing the levels of service provided.
When drafting an SLA, Help Desk 2000 recommends that you consider the
following factors to help you develop, and negotiate an agreement that will
satisfy the customer's business needs and meet the objectives of the Knowledge
Research current service levels including first contact resolution rates,
staffing levels, abandonment rates, average handle times, customer
satisfaction rates, etc.
Obtain feedback from Knowledge Center team members and Customers
regarding how processes should be developed, what products should be
supported, and how service levels can be improved.
Draft a proposed agreement. The final SLA may look very different
from the original draft. By drafting a rough version, it will also allow the
parties involved an opportunity to see what is missing, etc.
Submit the draft to upper management for approval prior to sending it to
the customer to be certain they support the agreement and will provide
the Support Center with all needed resources to meet proposed service
Negotiate the support provided by the technology management team.
Negotiate with the management representing the customer.