What Is An Sla And Its Best Practices?

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What Is An Sla And Its Best Practices?
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Organizations rely heavily on advanced technology and outsourced services to efficiently provide personalized support and seamless services in today's ever-evolving work culture. But what transpires when those services fail, resulting in downtime, unhappy clients, and monetary losses? Service Level Agreements (SLAs) can help in this situation. SLAs are the unsung heroes of business, ensuring that services and operations run smoothly and ultimately influencing the success of an organization.

What is a Service Level Agreement, and Why is it So Important?

In basic terms, a service level agreement represents an agreement between an employer and a customer, typically the provider and the receiver. 

The service level agreement can be written or stored as a document on the computer. It defines the service standards, as well as the expectations. They specify the caliber of service and performance expectations for the client. While SLAs can be used in various sectors, they are particularly common in the outsourcing, cloud computing, and technology industries. 

Understanding the importance of SLAs for businesses before diving into best practices is important. 

According to a Gartner survey, nearly 60% of businesses reported financial losses of $300,000 or more per hour of downtime. Another report by LogicMonitor states that the average cost of IT downtime for businesses is estimated to be $5,600 per minute.

These startling statistics highlight the importance of SLAs in preventing downtime and ensuring seamless service delivery.

There is no doubt that, service level agreements are essential in integrating apps or collaborations between businesses as they serve as pre-established norms and conditions. This helps ensure smooth communication in organizations. The service level agreements should monitor service availability, defect ratios and rates, technical quantity, and service quality. SLAs should be transparent in the metrics and data used for the consistency of services.

Different departments within a company can also implement service-level agreements. It is possible to agree with two departments on regular deliveries made between them. For instance, marketing and sales teams must be perfectly aligned to work smoothly. Therefore, SLA can provide a set of rules and norms to be followed. The data also speaks in favor, as 65 percent of marketers who have a service level agreement system report a higher return on marketing investment. 

What are the Conditions Under Which a Service Level Agreement is Offered? 

The service level agreement is critical to the smooth working of departments, clients, and provider partnerships. However, the perfect service level agreement is not always achievable due to the following constraints: 

  • Too complex: The SLA contracts are typically too complicated or long to comprehend, so they are usually not read thoroughly and neglected.
  • No measurements: The SLA commitments and promises are not measured, making them unreliable.
  • Unrealistic expectations or goals: As humans are prone to exaggerating their behavior, they set goals and objectives that are not realistic and diminish their morale.
  • Non-existent operational agreements: They should be made for smooth functioning as well as realistic goals.

Therefore, managing a service level agreement (SLA) that is reliable and relevant is important for the proper management of contracts and business agreements, and automation and artificial intelligence can simplify this mundane task. 

What are the Key Benefits of Including AI in SLA? 

The key benefits of involving artificial intelligence in the setting of service-level agreements (SLA) are: 

Improved Employee Service Management

For example, if the delay in salary payment to an employee is reported, it usually takes 8 hours and is rectified on the same day. This agreement between the employee and the company must be updated regularly to keep track of the activities. Hence, it would require artificial intelligence and automation to help track and direct the right department's issue.

Boosts Employee Experience

Employee agreements are met on time, reliable, fast, and on time. The employee experience has improved drastically.

Increase Agent's Productivity

With generative AI service desk and automation of time-consuming IT and HR processes, support agents can focus on important issues and find solutions.

Efficient Resource Allocation

With the SLA being automated, the resources are automatically aligned and updated.

Enhance Employee Morale and Team Performance

Since the objectives and goals are predefined and realistic, employees know what to work on, when, and how, all at their fingertips.

Best Practices for SLAs

Let's now examine some effective tips to meet SLAs 

Define Objectives

Establish the SLA's primary goals before anything else. What particular services or procedures does it cover? What results can be anticipated? Make sure that both parties understand the goal of the agreement.

Establish Measurable Goals

Quantifiable metrics that are simple to track and evaluate should be included in SLAs. Metrics may include response times, uptime percentages, or resolution times, for instance, in an IT context. Verify that these metrics support the company's objectives.

Set Attainable Goals

Regard what is possible as achievable. SLAs that are too ambitious can cause disappointment and strained interpersonal relationships. The capabilities of the service provider and customer expectations must be balanced.

Service Availability

This is the amount of time the service is available for use. The amount of time it took to close a ticket by an agent was raised by the employees.

Defect Rates

Include production failures such as backup and restore errors, rework and missed deadlines.

Technical Quality

Includes program size and coding defects analysis using commercially available tools in outsourced application development.


In these highly regulated times, application and network security breaches can be costly. Anti-virus patches and anti-virus updates are controllable security measures that help prove preventative measures were taken if a breach occurs.

Business Results

More and more IT customers are incorporating business metrics into their service-level agreements. Utilizing existing KPIs is usually the best approach to improve the quality of service management.

Add Penalties and Benefits

Consider using rewards for exceeding expectations and penalties for underperformance to motivate service providers. This can serve as a powerful incentive to uphold the established standards.

Continual Evaluation and Reporting

SLAs shouldn't be rigidly enforced. They ought to change to accommodate shifting business requirements and technological advancements. Set up regular reviews to evaluate performance and modify the SLA as necessary.

Transparency and Open Communication

SLA’s success depends on effective and open communication. Open channels of communication between the two parties are essential for prompt resolution of problems and concerns. Transparency promotes a cooperative relationship and trust.


Service Level Agreements are strategic tools that can take your company to new heights rather than merely being contractual obligations. By adhering to best practices, businesses can improve customer service, reduce risk, and develop stronger relationships with service providers. A well-crafted SLA is not just a best practice in this age where downtime can cost a business thousands of dollars per minute; it is essential for ensuring business success.


Why are SLAs crucial for companies?

SLAs are essential for businesses because they establish definite standards for service quality, decrease risk, prevent downtime, and increase customer satisfaction. They serve as a foundation for accountability and conflict resolution as well.

What constitutes an SLA's essential elements?

An SLA typically includes information on the duties of the service provider and the client, service descriptions, performance metrics, response times, penalties for non-compliance, and dispute resolution procedures.

What are the best performance metrics for my SLA, and how do I choose them?

The specific services or processes covered by the SLA and your business objectives should be reflected in the performance metrics. Uptime percentages, response times, resolution times, and error rates are typical metrics.

What occurs if the service provider doesn't meet the SLA's performance requirements?

The SLA may include penalties or compensation for the customer if the service provider doesn't meet the agreed-upon performance standards. These fines act as a tool to encourage the service provider to uphold the SLA.

SLAs may be changed or updated over time?

SLAs should be regularly reviewed and updated to make sure they remain applicable and in line with evolving business needs. Both parties should agree upon any modifications, and the updated SLA should be thoroughly documented.

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