Service Management Enterpriseā„¢ software was designed with the service organization in mind.

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Service Level Agreements (SLA) for the Service Industry

Service Level Agreement: A document detailing the relationship between the service provider and the recipient.

What is detailed & achieved through SLAs:

  • Define Customer’s Needs
  • Simplify and Outline Complex Issues
  • Minimize Areas of Conflict or Uncertainty
  • Eliminate Unrealistic Demands
  • Promote Positive Dialogue In Case of Issues or Disputes
  • Provide a Framework and Outline of Understanding

Issues and areas addressed:

  • Services Delivered
  • Confidential Information
  • Termination Date
  • Security
  • Performance Tracking
  • Problem Management
  • Legal Compliance and Resolution of Disputes
  • Customer Obligations and Responsibilities

How SME Handles SLAs:

  • Provide line item contracts
  • Define Service, Parts, Labor or Supplies
  • Set customer contracts agreements and display different line items that can or cannot be viewable by customers
  • SLAs can be assigned on a customer contract level or defined for each item pertaining to a contract
  • Stored documentation including signatures & warranties

For more information on Service Level Agreements or Customer Maintenance Contracts please visit this link: Maintenance Contracts in SME