Significance of SLAs

SLAs are a fundamental agreement between your customers and the IT team, which is critical in strengthening the relationship. Implementing SLAs in an organization promotes mutual understanding of service expectations. With SLAs in place, you can:

• Manage customer expectations effectively, making your team understand the scope of the resolution
• Reduce uncertainty on the resolutions by clearly stating what happens in the event of a breach
• Standardize service-related communications with stakeholders through structured conversation based on the agreed terms
• Improve resolution rate by defining priority levels, which helps the concerned team efficiently handle the inflow requests, thereby scaling productivity