SLA - SERVICE LEVEL AGRREMENT

SLA - Service Level Agreement

SLA’s Help you save on cost and increase efficiency

Sustainable long- term solutions are more conducive to growth than immediate solutions.

An SLA (Service Level Agreement is a commitment between us the service provider and you the client. The longer-term benefits of having a SLA or Service Level Agreement with Live Electronic Living means clients save on overall costs and have a more long-term sustainable solution. MSP’s (Managed Service Providers) like Live Electronic Living play an important role in ensuring you get a better bang-for-your-buck.

The SLA in general describes the core services provided to customers and details their responsibilities in making sure that the objectives are in accordance with the Service Level Agreement.

What are some of the features and benefits of a Service Level Agreement?

Electronic Living have found that SLA’s or Service Level Agreements with clients are an awesome way to retain a happy customer base. In the agreement, the parties define by consensus a realistic list of after sales services or expectations that one should receive from the MSP for a defined period. By putting all of this in writing, ensures that when a problem arises then, there is a set way to resolve it within the guidelines set out in the SLA (Service Level Agreement).

Important points in typical SLA Service Level Agreements

• Clear and concise definition of the service provided by the SLA

• The correct procedure when one identifies a problem

• The channel to contact that will handle the problem or that manages the process of resolving the problem

• The time-period one is able to contact the MSP (Managed Service Provider) support centre that resolves the problem

• Confidentiality: To ensure customer's personal data is protected

SLA (Service Level Agreements) Foster long-term business relationships

What to expect for the SLA

All services that require support and or maintenance are generally included in the SLA. Customers have a clear understanding what to expect in terms of quality of service and in cases when requirements are not met, what solution to expect from the Managed Service Provider. A definition of who does what in the SLA

SLAs separate the roles of the provider and customer, with such understanding that the customer knows who to call to for support if in case he/she needs help. Regular system health checks (monthly or quarterly) save you time and give you better 'bang for your buck'.

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