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This will benefit in different ways:
In addition, creating a SLA offers a solid foundation with which you can build a productive partnership with your service provider. But creates a contract that does everything you want, not always simple - especially if you are new to outsourcing.
If you have never created one, or the SLAs you have created is not effective, this contribution can serve as a guide to developing good.
Check the current C-SAT scores. Check if the quality of service is sufficient to meet customers' expectations. If this is the case, you may need to "drive" only a little to make sure the help desk outsourcing service provider goes beyond expectations. If this is not the case, you must create a realistic plan to achieve the service service that will increase the confidence of users. Base the plan on feedback from your employees and your customers.
Insert things like the required circuit, the purpose of the service and all important information as well as the specific business processes. Also contain the effects of service loss, so the provider is a sense of what is on the game.
After defining the service level, define the roles and responsibilities of the provider as well as their duties, the duration of the agreement and the applicable service times. You also want to define the exceptions of service times such as holidays, maintenance times, etc. The definition of exceptions is crucial to assess the performance of a provider.
Make sure that you include both the minimum and expected levels for the service, as well as often how often the service is either unavailable or limited. Here is the "expected level", which the customer pays for the customer, during the "minimum level" that is what the customer would consider poor
Use the SET service standards to enter the steps to take when the service level falls below these standards. These steps should include two things: (1) Reason for missed activities and (2) the reporting time and problem solving within a certain time.
The key to defining metrics consists of, which can be easily tracked and fit the situation. Frequently used metrics include:
You may also include the time-to-restore service, the time service is considered as unavailable, availability and reliability goals and maintenance prices.
Condition both the conditions and the fees (if available) unique. Also give the exact circumstances under which the fees and any exceptions can apply. The clear these statements is the lower chance for discrepancies and the better the performance of the provider.
Specify a list of exclusions, in time not against the measurement of the service level contract measurement, z. B. planned and emergency maintenance, is enforced, as well as equipment boots and fuses. Include in the provisions for the failure of a third party that the provider has no control.
This is also a good place to specify when the "system is" technical, at any time when the service is considered unusable. The development of a comprehensive and yet practical service level agreement is an important step in implementing an outsourcing project that is successful. It uses realistic expectations for your service provider and shows the provider, which is critical for you and your customers. More importantly, an effective but practical agreement shares the provider what the expected service levels are and how his performance is assessed. That's the key to get the most out of a service provider and an outsourcing project.
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