Do You Have a Service Level Agreement?

A Service Level Agreement is a valuable component of your marketing toolbox. It details the nature, quality and scope of the service you will provide defining the performance standards you commit to meet.

Your customers will benefit from an SLA as it should clearly set out what you intend to deliver, the metrics that will be used to measure performance and the means for rectifying any issues.

In broad terms, an SLA will typically include a statement of objectives, a list of the services to be covered, the responsibilities of both the service provider and the customer and importantly what's excluded.

Elements could include definitions of measurement standards, reporting content and frequency, a dispute resolution process and a mechanism to ensure the SLA is kept up-to-date.