| Service Level Agreement: A document detailing the relationship between the service provider and the recipient.
What is detailed & achieved through SLAs:
- Define Customer’s Needs
- Simplify and Outline Complex Issues
- Minimize Areas of Conflict or Uncertainty
- Eliminate Unrealistic Demands
- Promote Positive Dialogue In Case of Issues or Disputes
- Provide a Framework and Outline of Understanding
Issues and areas addressed:
- Services Delivered
- Confidential Information
- Termination Date
- Security
- Performance Tracking
- Problem Management
- Legal Compliance and Resolution of Disputes
- Customer Obligations and Responsibilities
How SME Handles SLAs:
- Provide line item contracts
- Define Service, Parts, Labor or Supplies
- Set customer contracts agreements and display different line items that can or cannot be viewable by customers
- SLAs can be assigned on a customer contract level or defined for each item pertaining to a contract
- Stored documentation including signatures & warranties
For more information on Service Level Agreements or Customer Maintenance Contracts please visit this link: Maintenance Contracts in SME |
