SLA Management, Why Should It Be Done?

SLA Management, Service Level Agreement, is one of the most important documents for the provision of services between two companies. It doesn’t matter if you’re hiring or being hired, this document is crucial to clearly define the responsibilities of each one. However, it is important that it is not forgotten during the provision of the service, which means that you must manage the SLA.

That’s what we’re going to talk about in this post. Read on to better understand what SLA management is and why it’s so important.

What is SLA management?#

A well-written agreement is essential for a good relationship between the service provider and the contractor. After all, its sole purpose is to establish trust and transparency between both parties. That’s why it’s so important to manage SLA.

This process begins even before the contract is signed. It defines the priorities of the service, the metrics that will be used to measure it, and also those responsible for each of them. It is these indicators, which must be very clear in the agreement, that will be used to manage the SLA. It’s similar to quality management.

How does SLA management work?#

Once the metrics have been identified, it is necessary to adjust them according to the needs of each business. For example, an extremely common metric is system availability during business hours. For this reason, it is also necessary to delimit the time for resolving accidents during this period. One point to make clear is the responsibility of the contracted company if it becomes dependent on services managed by third parties.

That’s the crux of SLA management. Be aware of all the metrics discussed and present in the agreement during the provision of the service, in order to ensure that they are fulfilled and realistic. It is possible that managers, on both sides, do not get it right at first, due to the peculiarities of each business. Depending on the complexity of the system, and the tools used, the time for problem resolution may not be realistic.

This must be adjusted and discussed in the SLA. The contracting company must describe the minimum acceptable service, that is, how much of the system needs to work minimally so that the business is not harmed. Thus, the contractor can work to achieve this objective.

What are types of SLA#

There are different types of SLA, and it is necessary to know the characteristics of each one to be able to apply it to the service. The purpose of the service-focused SLA is to describe the objectives and goals so that the service offered achieves a high level of satisfaction and has a good quality.

The customer-focused SLA consists of the efforts necessary to satisfy customer needs and build customer loyalty. It is allowed to customize the service, since the purpose is to meet the specialty of each consumer.

What are the precautions to prepare an SLA#

Attention and care are essential when deciding to draft an SLA, as it will guarantee the company’s success. For that reason, the process cannot be done in any way. Thus, the obligations of the contractor and the contractor must be well defined, since they present the obligations that both must fulfill during their transactions.

Therefore, if any adversity or disagreement occurs between the parties, the rules determined in the SLA make it clear what should and should not be carried out in a transparent manner. If there is a breach of what has been established, fines may be necessary.

How to manage SLA#

To manage an effective SLA, you need to pay attention to some tips to be able to apply it efficiently in the agency. Check out what can be done below!

Check out the work routine of those involved#

For the contract to be executed safely and free from adversities, it is necessary to check the work routine of the employees involved. So that the company doesn’t offer something it can’t comply with. The SLA is used to reduce conflicts and ensure quality service.

Consider only what is necessary#

[When managing SLA, it is necessary to pay attention to the information entered, that is, it is necessary to address only issues that are necessary and valid for the agency and the client.](/en/gestao-de-relacionamento-com-o-cliente/) Know that unnecessary issues affect service delivery performance and essential issues go unnoticed.

Define the responsibilities of each one#

It is essential that the SLA presents a clear and objective definition regarding the services offered. Detailing is essential, since it optimizes communication between the customer and the service provider throughout the contract period.

It is still necessary to make clear what will not be part of the provision of the service. By having the responsibilities of each one well established, various conflicts are avoided and activities and activities are carried out with excellence.

Determine the prerequisites#

The prerequisites need to be well defined during the management of the SLA, as it guarantees more transparency. For this reason, it is necessary to have well-established goals and rules. Thus, the provider is able to perform its function in an aligned manner and according to the profile of its clients.

Define deadlines and consequences#

When managing the SLA, it is essential to establish the deadlines and the possible consequences for complying with the rules. This point is crucial for carrying out and planning the agency’s activities, as it ensures that the services are performed and that the punishments are known.

Why is it important to manage SLA?#

The management of the SLA, as mentioned above, is important to bring more reliability and transparency in the provision of services. Normally, it’s a simple miscommunication and a break in expectations that creates problems. In certain cases, this mistaken expectation may come from the public, but it may also be an unrealistic promise on the part of the supplier.

That’s why SLA management is so important as it protects both. It is a mutually constructed agreement, which already generates a rapprochement. In addition, it also practically eliminates any conflict, since expectations are very well aligned. The same applies to obligations, since the agreement makes clear what each one’s responsibilities are.

Did you like the post? Do you want to find a company capable of delivering the marketing system that your organization needs? Then, schedule a demo and check out Wikimee!