When you make an agreement for a service, it is not unreasonable to expect whatever the job is to be done perfectly, but sometimes it is impossible to define perfection, and in other cases, it can be impossible to achieve it, through no fault of the service provider. This is why in the world of IT services, there exists the service level agreement, which ensures that both parties are aware of the scope and limitations involved.
Defining Response Times vs. Resolution Times
The response time stipulated in an agreement is the time taken from the moment a request for help is made. It may also mean the time taken from the request to the arrival of the IT specialist at the client’s premises and the commencement of the work.
Resolution time is how long it takes to fix the issue, and this can be harder to quantify because much will depend on the nature of the problem. The initial task will be to accurately identify the issue, which may be the point at which the service provider would prefer to state a completion time, but SLAs are by no means all the same, and a client may insist on a standard amount of time. Whether this seems reasonable or is even feasible is a point that will need to be thrashed out between the two parties.
If it is a matter of replacing a physical part, the service provider may or may not have one in stock. More likely, though, is that there is an issue that can only be resolved by brainwork, and the additional variable of whether or not the technician has come across the issue before. Again, a client may be very demanding or relatively understanding, and this is a matter for negotiation between the two parties.
Why Clear SLAs are Vital for Business Continuity
With a clear SLA in place, the client can take appropriate action depending on what the implications are. If the issue is going to waste valuable time, that is unfortunate, but no one’s fault. They may be able to make alternative arrangements and get the job done with a little inconvenience, but nothing major to worry about.
If, on the other hand, it affects their ability to provide a service to a customer of their own, there could be implications such as the loss of a contract and, in extreme cases, a badly damaged reputation. Playing the blame game is not helpful to anyone, and a clear SLA means both parties are aware that it is unfortunate, but can’t be helped.
How Nerds 2 You Measures Performance and Accountability
At Nerds 2 You, we aim for SLAs that are both strict and realistic. We pride ourselves on providing an excellent, prompt service, with our performance directly related to our accountability. We don’t offer an off-the-peg SLA because that would do nobody any good. What we do offer is a full range of services, and in the case of emergency support, we will get our clients back up and running as quickly as possible.
Customising Support Tiers for Your Specific Business Needs
Understanding the way your business works is crucial to our providing the service you need. We will therefore take time to analyse your systems and, if necessary, suggest improvements in terms of efficiency and robustness. It is in everyone’s best interests to have your operation running smoothly and with sufficient security to safeguard you from external threats and negative influences.
We can advise on disaster recovery plans while striving to ensure they are never needed because your infrastructure, hardware and software are up to scratch.
All these factors influence how our SLAs are structured, and while the level of support we provide will be the very best there is, our relationships with our clients are individually tailored and customised.
