SLA Templates

Most important in providing a service is customer satisfaction with the delivered performance. Resulting from this satisfaction, the supplier will benefit from repurchases, market promotions and recurring revenue. But as a result of this customer satisfaction, perhaps the most important benefit for de supplier is the drive for his employees to enhance their knowledge and skills, in order to satisfy even more customers. This book describes the Service Level Agreement templates needed, in order to meet customer service level requirements. This book gives booth a template and an explanation for this template for all common service level management documents. The following templates are included in this book: •Service Level Agreement (SLA) •Underpinning Contract (UC) •Operational Level Agreement (OLA) •Document Agreement and Procedures (DAP) •Document Financial Agreements (DFA) •Service Cataloque •External Spec Sheets (ESS) •Internal Spec Sheers (ISS) •Service Quality Plan (SQP) •Service Improvement Program (SQP)