What must be clear in a Customer Service Level Agreements (SLA)?

Question 1

What is a Customer Service Level Agreement and what does it do?

Answer 1

An SLA opens communication between the service provider and the customer. It ensures responsibilities are documented and allows customers to know what to expect.

Question 2

Delivery of products from the organisation to the…

Answer 2

customer incurs an additional change.

Question 3

Installation of a product in the customer’s home…

Answer 3

is not included in the purchase price.

Question 4

Delivery of products will take place within…

Answer 4

3 working days from the day of purchase.

Question 5

Call-waiting time will not exceed…

Answer 5

10 minutes.

Question 6

All customer enquiries will be responded to within…

Answer 6

3 working days.

Question 7

What does the SLA allow organisations to?

Answer 7

SLA allows organisations to set boundaries and expectations for both the service provider and the customer.

Question 8

What can the service provider clearly see?

Answer 8

Where an organisation has not met standards and where they have failed. They also can see where the service has fallen short of the expectations.