SLA Templates - Pocket Guide

Most important in providing a service is customer satisfaction with the delivered performance. Resulting from this satisfaction, the supplier will benefit from repurchases, market promotions and recurring revenue. But as a result of this customer satisfaction, perhaps the most important benefit for the supplier is the drive for his employees to enhance their knowledge and skills, in order to satisfy even more customers. This pocket guide describes the Service Level Agreement templates needed, in order to meet customer service level requirements and gives both a template and an explanation for this template for all common service level management documents. The following templates ae included in this pocket guide: •Service Level Agreement (SLA) •Underpinning Contract (UC) •Operational Level Agreement (OLA) •Document Agreements and Procedures (DAP) •Service Catalogue •External Spec Sheet (ESS) •Internal Spec Sheet (ISS) •Service Quality Plan (SQP) •Service Improvements Program (SQP)