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In the customer service field, what is meant by the SLA (Service Level Agreement)?

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Question added by Salam Assi , Customer Service Officer , Etihad Bank
Date Posted: 2016/11/10
Yerrisha Molema
by Yerrisha Molema , Head of Project Office - Data, Risk and Finance , WesBank, a division of FirstRand Bank Ltd

An SLA formalises the rules of engagement and ensures that during periods where problems occur, there is a pre agreed plan for resolution. It further serves to articulate the agreement between parties around various aspects ranging from service delivery, to system uptime, turnaround times for query resolution, financial agreements and other issues pertinent to the engagement.

Joe Seychell
by Joe Seychell , head of IT , Pinnacle Investment

SLA is a Service Level Agreement. 

 

For example : your business may have an SLA around response times. Say it was 90% all tasks responded to withing 30 minutes.

 

if you/your busienss only achieved that 80% of the time - then you nave not met the SLA -  and whomever (the customer?) may be entitled t compensation as the SLA is a service contract.

moataz zaied
by moataz zaied , Financial Analyst , براند للصناعات الدوائيه

it's something just like the code of contact 

Praveenkumar Kadaru
by Praveenkumar Kadaru , warehouse Incharge , Rattan House Furniture

SLA Is only a mutual aggrement  with the second party and third party companies 

Brenda Lisa A Juma
by Brenda Lisa A Juma , Customer Service Quality Control Team Leader , Jumia Kenya Limited (www.jumia.co.ke)

SLA are excellent tools for making performance visible and accountable. Basically its a listing that goes beyond expectations of service type and quality contracted between a service provider and the end user. Mostly used for a customer service environment.

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