Service Level Agreement

Download Free Customer Satisfaction Assessment Framework

1. Overall QoS delivered
2. Overall SLA compliance

3. Customer satisfaction
a) Service level agreements
i. Contractual performance
ii. Financial performance

b) Network performance

Download Free IT Service Level Agreement (SLA) Checklist

- Are you using an independent expert to develop SLAs?
- Have you scoped the area to be covered by SLAs?
- Does the SLA consider BTOPP implications?
- Have the outputs for those areas been defined?
- Do they tie back to the business objectives?