Service level agreement:

A service level agreement is a commitment between a service provider and a client. Some particulars aspects of the service like quality, availability responsibilities are agreed upon between the service provider and the service user. It characterizes the level of service expected by a customer from a supplier, outlining the metrics by which that service can be measured, and the relief or penalties should the agreed-on service levels not be accomplished.

Purpose:

A service-level agreement determines the standard of service that is expected by a client from a supplier laying out the measurements by which that service is calculated, and the remedies or retributions, should the agreed-on service levels not be attained.

Importance:

A service level agreement is a key in securing your company and safeguard you have a outstanding connection with your provider. Mutual understanding in terms of performance standards are important to establish a positive experience for all involved parties.

Benefits:

1. It improves customer service.

2. It facilitates communication.

3. It is negotiated and mutually accepted.

4. It defines procedures.

5. It documents agreements.

6. It can be used as a written reference when there is a question or disagreement.

7. It sets standards for customer service