Q

How to prepare a service-level agreement (SLA)

Lori Bocklund advises a reader on what to include in a service-level agreement (SLA) for the call center.

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?

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

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