Improve Service Level Agreements (SLA) Standards by remembering these points

Improve Service Level Agreements (SLA) Standards by remembering these points

Service Level Agreements are mutual legal agreements between a service provider and a consumer in which all the terms and conditions of the service are clearly defined and agreed to. All services should be delivered within the stated timeframe in this case. 

After detailed assessments, a service level agreement is outlined. In an ideal Service Level Agreement, the objectives, terms of service, customer responsibilities, penalties for failed service, etc., are described in detail. Service level agreements should be concise, informative, and meet the needs of both the user and the provider.

Benefits of Service Level Agreement 

  • Service Level Agreements describe what services, utilities, and assistance will be provided. As a result, unrealistic expectations are eliminated
  • A service level agreement is a legal document that proves that a company will fulfill its commitments. In the event that promised services are not provided, legal action can be taken
  • In a service level agreement, failed services are identified and actions are taken to upgrade the service.
  • As the SLA contains a procedure for receiving feedback from clients, grievances can be raised there
  • SLAs facilitate business relationships between service providers and clients. The company’s image is clarified as a result.

What Should be Included in an SLA? 

  1. An overview of the agreement contains the parties involved, the date of the initial agreement, and a description of the service
  2. Service Description- An accurate description of the service provided, hours of assistance, methods of service, and a list of applications and technology used
  3. It will be easier to avoid confusion if you know what services are excluded
  4. Client and provider should draft performance analysis metrics to estimate the level and kind of service offered by the provider.
  5. When a defaulter fails to provide promised services, monetary penalties will be imposed.

A service level agreement should include a list of stakeholders, security actions to be taken, risk management and disaster recovery methods, a structure for tracking and reporting service activity, periodic reporting and change processes, termination processes, a signature of approval, and other points agreed upon. 

To create a successful SLA plan, you should seek assistance from an experienced lawyer who can break down all legal terms and create an outline that is helpful and agreeable to both parties. To build up a successful healthy relationship between customer and client, one must Develop a plan to elevate the Service Level Agreement’s standards. A great SLA can be created by following the guidelines below. 

1. Set Realistic Goals 

A service level agreement defines a provider’s value and standard. There is a clear articulation of which services are to be provided as well as those that are excluded in this legal document. By doing this, both parties are sure that there are no misunderstandings. The client can decide whether to work with the service provider more easily since the expectations of both parties are clearly outlined. Be sure to inform your clients of the effectiveness of your assistance. If you want them to judge the quality of your service, you might consider offering a free trial. Creating expectations that you cannot meet will be unprofessional. 

2. Make Sure Everyone Is on Board 

A draft SLA should address and meet the needs of all involved parties before it is finalized. Make any necessary changes to steps that could pose a problem. Organize your terms and conditions in advance to avoid last-minute changes or starting over. 

3. Be Specific

Ensure that service level agreements are clear and concise. Leaving your client to guesswork is not something you would want to do if you joined the business. A specific percentage of uptime should be included in an SLA on uptime as an IT service provider. Clarify terminology to reduce conflict between the parties. 

4. Identify Key Metrics 

Ensure that you are meeting customers’ expectations by analyzing the quality of your service. It is also important to collect data about cases in which you did not meet specific demands, such as downtime for an IT service or metrics, such as deals closed, leads generated in a specific period, or monetary penalties. 

5. Clauses for Unexpected Events 

The flow of service might be disrupted by staffing challenges, severe weather conditions, internet shutdowns, and other unexpected challenges. There should be clauses in SLAs to address the anticipation of those challenging events. In spite of not having a clear picture of upcoming challenges, you can certainly outline the measures you plan to take and how you’ll handle the situation. 

6. Scrutinize the Details 

SLAs must include small details. A misplaced 99.9999 could cause 31 seconds of downtime, resulting in incorrect data if your uptime is 99.999 percent with only 5 minutes downtime each year. In order to reap long-term benefits, it is advisable to have it scrutinized by a professional. 

7. Set a Review and Revision Period 

After a preset period of time, Service Level Agreements should be reviewed, allowing them to be modified as needed. A service level agreement covers a specific set of services within a specific time frame, but both parties must review the partnership after a certain period to ensure it is working and meeting the needs. If necessary, adjust the SLA

8. Get Your Staff Ready 

While providing assistance to clients, service providers need to train their staff to follow SLA protocols. Training staff in each sector is the only way to build an outsource support system. Your company’s performance metric will increase as a result of their performance, increasing the number of clients you can get. 


It can be tedious to draft a Service Level Agreement. A legal service provider like Vakil Search can develop your ideal SLA that efficiently covers all your requirements.


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