SLA( written Agreement)

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SLA( written Agreement) by Mind Map: SLA( written Agreement)

1. What about

1.1. services

1.2. priorities

1.3. responsibilities

1.4. guarantees

1.5. warranties

2. What to cover

2.1. Intro and purpose of service

2.2. Service to deliver

2.3. performance evaluation and reporting

2.4. problem management

2.5. fees & expenses

2.6. customer duties and responsibilities

3. causes of complaint

3.1. bad customer service

3.2. bad/new product

3.3. bad processes

3.4. bad people

4. steps of SLA review

4.1. plan

4.1.1. Team Leader

4.1.1.1. selection of team leader using 3 options

4.1.1.2. reviewing parameters(team members, review date, time, location, technology and review scope)

4.1.1.3.  Administrative support

4.1.1.4.  Documentation preparation

4.1.1.5. meeting agenda

4.2. prepare

4.2.1. member of supporting group

4.2.1.1.  SLA document

4.2.1.2.  SLA performance reports (action and time from previous SLA review)

4.3. conduct

4.3.1. member of working group( real and virtual meeting which includes)

4.3.1.1.  review of previous meeting period and actions performance against SLA for previous SLA period

4.3.1.2.  current issues

4.3.1.3.  peripheral issues

4.3.1.4.  items to note

4.3.1.5.  next period

4.4. follow-up

4.4.1. service manager

4.4.1.1.  Gap analysis

4.4.1.2.  Agreed improvements

4.4.1.3.  Action items

4.4.1.4.  Recommendations for changes in the SLA