Although your business may take great care to ensure that every client transaction goes as smoothly as possible,
unforeseen issues can come to the forefront. Should this happen, the simplest of tasks can quickly turn into a
nightmare. Fortunately, there is a way to ensure that virtually any disaster with a client or project can be quickly
addressed: have a service-level agreement (SLA).
The SLA is, basically, an agreement between two or more parties that outlines their rights and obligations. It also outlines the quality and type of service that will be provided by a company to a customer in exchange for a fee.
In addition an SLA covers, in detail the steps that will be taken in the event that something goes awry with the task
being performed for that client. Some of these common features may include:
If the above details don't seem familiar, consider that you have likely encountered the SLA many times before.
Signing up with any internet, utility or telephone company will involve an SLA somewhere in the process which
outlines what the company will provide should an outage occur.
It is important to have an SLA in place because without one; it is much easier for either party to deny responsibility should disagreements occur in their partnership.
Not only that, but an SLA can provide a company with much insight as far as performance indicators. An SLA allows a
business to understand easily where they can improve their customer service, as well as keeping customer service an
explicit objective. For employees, the SLA provides a standard of performance that’s both measurable and
precise. Lastly, the SLA outlines penalties for non-compliance, which indicates a company’s willingness to
achieve its goals as well as notifying the customer that there are penalties in place.
The SLA can range from a few to a few hundred pages. However, there are some sections that are common to most SLAs. They are:
Along with the above sections is usually a statement of indemnification. This statement will be an agreement by the
company providing services to pay for any of the client's legal costs should any warranties be breached.
Because a company's requirements can change, it is important that regular reviews of the SLA take place. This will ensure that the agreement is in line with a company's current service levels and reflect their desire for future levels of service.
The SLA should be changed whenever a company's environment changes in some way, when the workload of employees has changed, when the evolution of processes and tools has occurred, and when a client's needs or expectations have changed.
Although it can take time to finalise an SLA, it is worth it to have a document by which all parties involved in a business relationship can be governed.