Creating a service level agreement (SLA) is an important step in ensuring a successful business partnership. An SLA outlines the expectations and responsibilities of both parties, setting clear guidelines for the level of service to be provided. In this article, we’ll discuss why you should create an SLA and what it should include.

Clear expectations

One of the primary reasons for creating an SLA is to establish clear expectations for both parties. This document outlines the agreed-upon level of service, which ensures that both parties are on the same page. This can help eliminate misunderstandings and prevent potential conflicts that could arise due to differing interpretations of what is expected.

Risk management

Another reason to create an SLA is to manage risk. By outlining the responsibilities of both parties, the SLA can help prevent misunderstandings and reduce the likelihood of disputes. Additionally, an SLA can provide a framework for resolving disputes in a fair and consistent manner.

Improved communication

An SLA can also help improve communication between the parties involved. By clearly outlining the level of service to be provided, the SLA can help prevent misunderstandings and ensure that everyone is on the same page. This can help reduce the need for unnecessary communication and ensure that any communication that does occur is more effective.

Greater accountability

Creating an SLA also enhances accountability. When both parties are clear about the level of service to be provided, it becomes easier to identify when the other party is not meeting expectations. This can help prevent future problems and ensure that both parties are held accountable for their actions.

What should an SLA include?

A comprehensive SLA should include a few key elements. First, it should outline the level of service to be provided. This should include specific metrics or targets that must be achieved. Second, it should include a section on communication, outlining how and when communication will occur between the parties. Third, it should include a section on dispute resolution, outlining the process for resolving any disputes that may arise. Finally, it should include a section on termination, outlining the conditions under which the contract can be terminated.

Conclusion

Creating a service level agreement is an essential part of managing a successful business partnership. By outlining the expectations and responsibilities of both parties, an SLA can help establish clear guidelines for the level of service to be provided, manage risk, improve communication, and enhance accountability. Remember to include specific metrics, communication guidelines, dispute resolution procedures, and termination conditions when drafting your SLA.