Supportsoft Glossary

Defining Service Commitments and Performance

Service-Level Agreements (SLAs) are formal promises that set the standard at which the customer can expect the service to be delivered. In IT and ITES services, SLAs usually describe response times, resolution targets, availability, and standards of performance.

SLAs set forth unambiguous expectations and responsibilities. They assist customers in comprehending the scope of service while at the same time providing guidance to internal teams regarding their priorities and the quality of delivery that is expected.

A good SLA is one that is realistic, that can be measured, and that can be in line with the business needs. It is also backed up by monitoring tools and regular reporting to be able to control compliance.

SLAs also mean more than just a matter of compliance; they impose an operational discipline. They raise the level of service quality and at the same time, they promote open communication when the targets are not achieved.

The trust, fewer disputes, and long-lasting customer relationships that are strong are all the result of the well-defined and well-managed SLAs.