Questions To Ask About Service Level Agreement

Low-quality support providers use existing sales engineers or lab technicians to provide Tier 1 support. These engineers are not trained or certified to support your network devices. Your skills are usually limited to setting devices by default and determining total failure, their only other option is to read a script-based troubleshooting questionnaire on the screen, which requires you to stay on the phone and answer questions that may or may not advance the resolution. 9. Is the provider entitled to service level bonuses? Note that we are at question number six, not question number one. Too often, people start with the number – say, 99.9% – and start defining a level of service. This is not the right order, because this number is only significant if you know what is measured, who measures it, how it is measured and how often it is reported. The responsibilities of the client agency vary depending on the nature and quantity of services purchased by CIO/OFT. The CIO/OFT SLA program was designed to tailor the SLA to the nature and quantity of services purchased. However, there is a standard set of roles and responsibilities of both parties, which are explained in the standard SLA template published on the CIO/OFT website. General roles and responsibilities are included in the main SLA document under each department. However, you can`t accomplish these things if you don`t create an SLA that`s in the best interest of your service provider. A cheap SLA reduces the vendor`s incentives to deliver good results.

A common tactic of low-cost providers is to impress customers with a brilliant ticketing portal that seems to offer many features. However, in times of crisis, the portal can act as a spokesperson rather than a tool to restore your service. Ask your potential provider who is behind the portal. Are there dedicated resources or is it a limited pool of resources that answer phones for a variety of situations? All shared IT services offered by CIO/OFT can be included in the SLA. Each service is described in detailed service descriptions in a separate document. When the RFP is sent, the request should include the service level. Customers expect this and it will also have an impact on offers and pricing. It can also influence the provider`s decision on their response. For example, if the provider is not able to meet your needs, you might be asked to consider another offer, which is just as good. The SLA can include both minimum service levels and target service levels.

The supplier would be required to meet all minimum service levels, and if it does not, it would be a breach of the outsourcing contract. Target service levels would be measured, and there could be service level credits related to non-compliance with these values, but a failure would generally not be a breach of contract. If a substantial change in rates or pricing methodology is proposed for an existing shared IT service, CIO/OFT will meet with customers to verify the proposed changes and obtain customer feedback. CIO/OFT will then work with the budget department before making a change. Quality, speed, availability, capacity, and reliability are all important things you can measure in your SLA. Just like efficiency, efficiency, timeliness and usability. These features can help increase customer service and customer satisfaction. The SLA can provide greater security by defining certain events that, without argument, allow termination for unlawful cause. . . .

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