Why SLAs are a crucial component of service management.
It’s easier to meet or exceed customer expectations when both parties are in agreement on what quality service looks like. In service level agreements, a company and customer acknowledge they both agree on the type of service they will provide and receive. This ensures that both parties agree on the terms of their deal and also acts as a record of what that agreement is in case there’s a dispute.
Key elements of SLAs.
Levels of service:
Key performance indicators (KPIs):
No matter what type of service an agreement covers, challenges will inevitably arise, so SLAs need to explain what happens when they do. Lay out what service desk or help desk options are available to customers, and be as specific about response times as possible. If there is an outage, explain what happens. Detail contingencies and how any recurring downtime works. Specify the time frame for solutions to problems too, if possible.
Make sure you run any service level agreement through a legal expert so you aren’t making any promises that, while well intentioned, may cause trouble down the road.
Craft your own service level agreements in Adobe Acrobat.
You want the paperwork side of your job to be quick and easy, so you can focus on what matters most — providing high-quality services to your clients. Adobe Acrobat makes it simple to upload and edit an existing SLA. Plus, you have the option to create your digital agreement from scratch with easy-to-use tools.
Anything you create or upload to Acrobat can be used in the future as a template. If a particular customer has different needs, just adjust your template and send it along.
To create your SLA in Acrobat and get it signed using Adobe Acrobat Sign, follow these steps:
- In the top navigation bar select Tools and scroll down to Forms & Signatures.
- Click Prepare Forms.
- Upload a file on your computer or select Create New to build an SLA. You can even connect to a scanner to capture a paper agreement.
- Complete any work on your agreement, then click the Sign icon (which looks like a fountain pen) and select Request Signatures to use Acrobat Sign.
- Add the email address of your client, or whomever you need a signature from, add any special instructions, and click Specify Where to Sign.
- Select the spaces on the agreement that need signatures.
- Click Send.
Once you send it, you can track your agreement to see if it’s been signed, as well as receive notifications on requested changes. Quickly make any updates in Acrobat to keep your agreement moving.
Remember, customers are looking for steadfast services, and as a company, you want to provide them. But it’s always best to protect your business and set accurate expectations with customers, so you both have peace of mind.