Monday, September 20, 2004

Out with the SLA or not...

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
Permalink | TrackBack ID: 484, (21) | Category: General | Google Search

Recently I turned into a corporation and had to break down and write an Acceptable Use Policy. However, I approached writing it as if I was somewhat a customer of instead of just the administrator. I tried to give the customer some benifits instead of taking them all away.

And the bit in the begining is to give everyone an idea of what my feelings are on things like this. They are somewhat a necessary evil.

Posted by: Suso Banderas at September 21, 2004 08:24 PM
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