Service Level Agreement (SLA)
A Service Level Agreement (SLA) is a contract that defines the level of service expected from a service provider. It sets standards and protects both parties.
Definition
A Service Level Agreement (SLA) is a contract between a service provider and its customers that documents what services the provider will furnish and defines the service standards the provider is obligated to meet. SLAs are used to set and manage expectations and protect both parties in case of disputes.
Usage and Context
SLAs are commonly used in many business contexts. They are often found in telecommunications contracts, where they are used to define the level of service. SLAs are also common in Information Technology (IT) service contracts, particularly in cloud computing and managed services agreements. An SLA sets out what level of service availability is expected and what will happen if the service is not provided.
FAQ
What is included in an SLA?
Typically, an SLA includes sections detailing the agreed-upon service, performance measurement, problem management, customer duties, warranties, disaster recovery, termination of agreement.
Why is an SLA important?
An SLA is important as it sets the standard for the level of service expected and what will happen if the service does not meet this standard. It protects both the service provider and the customer.
Related Software
There are several types of software that can help manage SLAs. These include IT service management software, project management software, and customer service software.
Benefits
The benefits of an SLA include clear communication, better quality service, reduced conflicts, and improved customer satisfaction.
Conclusion
In conclusion, a Service Level Agreement (SLA) is a crucial tool in any business contract. It sets out the expectations for service and what will happen if those expectations are not met, protecting both the service provider and the customer.
Related Terms
3rd Party Customer Service
3rd Party Customer Service refers to outsourcing customer service operations to an external company. It can save costs, improve service, and provide 24/7 support.AI Customer Service Chatbots
AI Customer Service Chatbots are AI software that simulate human-like conversations with customers, providing instant and personalized customer service.CS (Customer Service)
Customer Service (CS) refers to the assistance provided by a company to its customers regarding a product or service. It is crucial in building customer relationships.Conversational AI for Customer Service
Conversational AI for Customer Service refers to the use of AI technologies to automate and enhance customer interactions. It can improve customer satisfaction and efficiency.Customer Service AI Analyst
A Customer Service AI Analyst uses AI tools to analyze customer interactions and improve customer service. They play a crucial role in leveraging AI to enhance the customer experience.Customer Service AI Engineer
Learn about the role of a Customer Service AI Engineer, who combines expertise in AI and customer service to create intelligent systems that enhance the customer experience.Customer Service Analytics Director
A Customer Service Analytics Director is an executive role that uses data to improve company's customer service operations.Customer Service Analytics Manager
A Customer Service Analytics Manager analyzes customer service data to improve strategies, using tools to evaluate customer interactions and feedback.Customer Service Analytics Specialist
A Customer Service Analytics Specialist is a professional who analyzes customer service data to improve customer experiences and business performance.Customer Service Analytics Strategist
A Customer Service Analytics Strategist is a professional who uses data analysis to improve customer service and enhance customer experience.Customer Service Automation Consultant
A Customer Service Automation Consultant is a professional who helps businesses implement and manage automated systems in their customer service departments.Customer Service Bot
A customer service bot is an AI tool that automates customer interactions, providing 24/7 support and improving the overall customer service experience.Customer Service Bots
Customer service bots are AI software that simulate human conversation, providing 24/7 customer support and improving service efficiency.Customer Service Data Analyst
A Customer Service Data Analyst interprets data related to customer service operations to improve customer experience and business success.Customer Service Digital Transformation Specialist
A Customer Service Digital Transformation Specialist leverages digital technologies to enhance customer service, improving customer experience and business performance.Customer Service Director
A Customer Service Director is an executive responsible for customer service activities in an organization, including setting standards, managing teams, and ensuring customer satisfaction.Customer Service Efficiency Analyst
A Customer Service Efficiency Analyst is a professional who improves the efficiency of a company's customer service operations using data analysis.Customer Service Improvement Analyst
A Customer Service Improvement Analyst is a professional tasked with analyzing, evaluating, and improving a company's customer service operations.Customer Service Improvement Director
A Customer Service Improvement Director is a professional who focuses on enhancing the quality of customer service in an organization.Customer Service Improvement Manager
A Customer Service Improvement Manager is a professional responsible for enhancing customer service quality and efficiency in a business.Customer Service Improvement Specialist
A Customer Service Improvement Specialist is a professional who develops and implements strategies to enhance a company's customer service processes and customer satisfaction.Customer Service Improvement Strategist
A Customer Service Improvement Strategist is a professional who develops strategies to enhance an organization's customer service.Customer Service Innovation Analyst
A Customer Service Innovation Analyst is a professional who identifies and implements innovative customer service solutions.Customer Service Innovation Manager
A Customer Service Innovation Manager is a professional role focused on improving customer service operations through innovative strategies and technologies.Customer Service Manager
A Customer Service Manager oversees customer service activities in a company, ensuring excellent levels of service and customer satisfaction.Customer Service Metrics
Customer Service Metrics are quantifiable data points used to measure the quality and effectiveness of a company's customer service, leading to higher customer satisfaction and loyalty.Customer Service Operations Coordinator
A Customer Service Operations Coordinator is a professional who manages and coordinates tasks to ensure efficient customer service operations.Customer Service Operations Manager
A Customer Service Operations Manager is a professional who manages and improves a company's customer service operations.Customer Service Outsource Companies
Customer Service Outsource Companies are third-party providers that handle customer service for businesses, offering various benefits including cost savings and improved customer satisfaction.Customer Service Outsourced
Outsourced Customer Service is the practice of delegating customer service operations to a third-party agency. It helps in cost reduction, service quality improvement, and focusing on core business tasks.Customer Service Outsourcing Companies
Customer service outsourcing companies are third-party providers that manage customer service operations for businesses, offering benefits like cost savings and access to skilled professionals.Customer Service Performance Manager
A Customer Service Performance Manager is a professional who oversees and improves a company's customer service performance, leading to increased customer satisfaction and revenue.Customer Service Policy Manager
A Customer Service Policy Manager is responsible for developing and implementing customer service policies to enhance customer experience.Customer Service Process Analyst
A Customer Service Process Analyst is a professional who analyzes and improves customer service processes to enhance customer satisfaction and organizational performance.Customer Service Quality Analyst
A Customer Service Quality Analyst is a professional who monitors and enhances the quality of customer service in a company.Customer Service Quality Director
A Customer Service Quality Director is a professional responsible for overseeing a company's customer service department, ensuring high-quality customer service.Customer Service Quality Manager
A Customer Service Quality Manager is a professional who oversees and ensures the quality of customer service provided by a company.Customer Service Quality Specialist
A Customer Service Quality Specialist is a professional who ensures high-quality customer service in an organization, leading to increased customer satisfaction.Customer Service Quality Strategist
A Customer Service Quality Strategist is a professional who devises strategies to improve the quality of customer service in a company.Customer Service Representative
A Customer Service Representative is a professional who serves as a direct point of contact for customers, ensuring their needs are met and maintaining customer satisfaction.Customer Service Solutions Architect
A Customer Service Solutions Architect designs and implements customer service systems to enhance customer experience and satisfaction.Customer Service Strategy Manager
A Customer Service Strategy Manager oversees the development of customer service strategies within a company, ensuring alignment with business goals.Customer Service Systems Analyst
A Customer Service Systems Analyst is a professional who uses technology to improve customer service operations, increase efficiency, and enhance customer satisfaction.Customer Service Team Lead
A Customer Service Team Lead is a professional who manages a team of customer service representatives, ensuring high customer satisfaction and team performance.Customer Service Technology Specialist
A Customer Service Technology Specialist is a professional who uses technology to enhance the customer service experience.Customer Service Training Specialist
A Customer Service Training Specialist is a professional who trains and develops customer service skills in a company's employees.Customer Service Workflow Specialist
A Customer Service Workflow Specialist is a professional responsible for managing the workflow of customer service operations to ensure efficiency and customer satisfaction.Digital Customer Service
Digital Customer Service is the use of digital platforms to provide customer support, enhancing customer experience through convenience, speed, and efficiency.ESP (Email Service Provider)
ESP stands for Email Service Provider, a company that offers email services. It is primarily used by businesses for email marketing.Email Service Provider (ESP)
An Email Service Provider (ESP) is a company that offers services for sending out email campaigns. It's a crucial tool for email marketing.Outsource Customer Service
Outsource Customer Service is the practice of hiring a third-party service provider to manage customer service tasks, which can lead to cost savings and improved service quality.Third Party Customer Service Companies
Third party customer service companies are external providers that handle customer service functions for other businesses, offering benefits such as cost savings and access to expertise.
AI Support That Sets You Apart — Start Leading Today.
Some of the businesses that choose Customerly
Our mission at Customerly is to help and inspire at least 1 Billion people.
© 2015-2024 Customerly Ltd.
Based in Ireland 🇮🇪 All data is stored in EU only.
Social
Languages
