Service level agreements are essential in companies that provide some kind of service to customers, such as telephone switchboards and call centers, so we must find in the agreement the components of the agreement in two specific areas: service and management.
In the service area, we will find those components related to the specifications of the company's services. That is, what is included or excluded, the conditions of availability, the responsibilities of each party ...
While in the management area you will find those components referring to the measurement methods, reports, content and frequency specifications, the incident resolution process, the indemnification clause ...
Bearing in mind the types of agreements explained above and the components of each area, we can identify 4 types of categories to correctly structure the SLA. These categories are:
Work volume: they specify the level of performance requested from the supplier.
Quality of work: specify the supplier's level of conformance to the established quality standards.
Responsiveness: they measure the supplier's ability to perform the tasks or attend to the requests or incidents.
Efficiency: they indicate the provider's effectiveness in providing the service.