You might a a service level agreement with a provider of a service, however it does not mean that they will meet the criteria of it constantly. I've found that service requests from certain companies are constantly broken. Not good, especially when you are paying a lot of money in some cases for a higher level of service.
There is not much point in paying if you are not getting the service. I've found though, that some customers are not aware of what their service level consists of as part of their contract so because of this sometimes complaints are raised due to delay when really a company may well be within the SLA but due to the customer not being informed of their entitlement they are not happy, when really nothing wrong has been done. The key is to inform customers and set their expectations. If only more companies were doing this, there would be a lot more happy customers around!Post ID: 511, posted by jase at 01:50 PM
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