Ask the Expert

How to prepare a service-level agreement (SLA)

I am responsible for preparing a plan for the service-level agreements (SLAs) between the business side, the IT side and the vendors within a call center. Are there any specifics I need to include in this plan? Do you have a case study or a sample of a typical call center service-level agreement?

    Requires Free Membership to View

Service-level agreements (SLAs) should include commitments for response, escalation and resolution time whenever possible, and should break down the different types of issues. Vendors often have categories predefined, such as major and minor outages. Some companies also break down internal issues to troubles (something isn't working) versus service (i.e., a new feature or capability, or a change).

When preparing a service-level agreement, include information on who to contact. Internal service-level agreements under support models should also include documentation and processes that clearly show responsibilities.

This was first published in June 2006

There are Comments. Add yours.

TIP: Want to include a code block in your comment? Use <pre> or <code> tags around the desired text. Ex: <code>insert code</code>

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy
Sort by: OldestNewest

Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to: