A service-level agreement (SLA) is essentially a contract between you and your customer that defines exactly what services you’ll deliver and what happens if you don’t deliver on what you’ve agreed.
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By clearly outlining what your business will provide – such as the delivery of a specific number of items per month or a set number of worked hours – customers can understand what to, and what not to, expect.
SLAs can be used within your business too, to help improve processes and communication. For example, if a team member has to complete a task before another employee can do their part, you can set SLAs to make sure they keep on track.
It’s important to respond to customer queries as quickly as possible – or let them know how long you’ll take to reply. This will help you to build trust as your customers will know when they’ll receive a reply and, in certain circumstances, a solution.
The key to setting up your own SLA is to make it simple, clear and instructive. They can look different depending on their purpose but ideally, it should include things like:
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