Service Level Management (SLM) is defined as “responsible for all service management processes, operational-level agreements and underlying contracts are tailored to agreed service level objectives. SLM monitors and reports on service levels and conducts regular customer evaluations. Pro-tipp: If you use a common PSR, the customer must clearly define the expected service levels. This filters suppliers that don`t have the skills, for example. B of multilingual staff or 24/7 coverage. Disclosure of the minimum service levels required in advance saves time and effort for both parties. Then, by providing each service one after the other, the customer should indicate the expected performance standards. It depends on the service. In the “Reporting” example above, a possible level of service can be 99.5%.
However, this issue needs to be carefully considered. Often a customer wants performance standards at the highest level. In practice, this is understandable, but it could be impossible, unnecessary or very expensive. On the other hand, the service provider can make it clear that service levels should be deliberately low to ensure that the service can be provided at a competitive price. It`s a matter of evaluation, and the client needs to carefully evaluate each level of service – it`s often that different services are weighted differently depending on the size of the business. Performance standards for the availability of an online service are generally high, as it is essential that the customer ensures constant availability of the service. Other individual services may be less important, and service levels for these may be set at a lower level. Customers can create common metrics with multiple service providers that take into account the multi-supplier impact and impact the creditor may have on processes that are not considered to be in compliance with the contract. While service levels, service credits and termination rights are the most important provisions of a service level contract, an ALS may include other issues depending on the structure of the overall agreement, for example.B. the following: When it comes to what should be in your service level contract, there is one last part: Check these metrics regularly to monitor your progress and ensure that distribution and marketing have access to reports for both parts of the ALS.