Why SLA ?
A good SLA is important for any company as it not only sets boundaries and expectations of the service provisioning, but also helps stay focused on quality improvement process. We, at Security360 Solutions also go by our SLA as defined below to clearly define promises to our customer and reduce any chances of disappointment. We use it as one of our key performance indicators so that an improved customer satisfaction stays as our clear objective. It also drives our internal processes by setting a clear, measurable standard of performance.
Apart from SLA, we also generate a monthly metrics that helps us track how our customer support engineers and specific groups are performing. This helps us ensure that our focus towards customer support is always a priority.
Sample metrics reports generated from our ticket creation tool :
Agent Performance report
Group Performance Report
Our SLA ensures that our clients are benefited by providing absolute clarity as to what can be expected from the business relationship. The key to a service level agreement’s success lies in the metrics that are applied to determine whether we are keeping what we preach. Someone said this well : “You get what you measure.”
Thus, measurability is important. Our quantifiable measurements are clear and divided into targets representing performance. Incentives and penalties are built in along with a clause indicating when the client is entitled to terminate the agreement.