Service Level Agreements and How to Collect Data
Agreeing to the terms of service level agreements is only the beginning of an ongoing process. You also need to continually collect data related to the agreements in order to report back to your clients.
While collecting this data can be something of a chore, over time the data can form valuable proof of your company’s ability to provide a good service to clients—both existing and prospective.
This brief post focuses on the types of data you will typically need to collect and suggests a few ways of making it easier.
Tracking the level of system uptime forms a part of most service level agreements. While it is possible to do this manually, it is hard to do so accurately. So it makes sense to use uptime-monitoring software that can track both system-wide uptime and the uptime of various services such as email.
Uptime monitoring solutions are usually easy to configure and provide indisputable data for your SLA reports.
Problem resolution times usually feature in SLAs, so it is important to use a call logging system to record all work done and in progress.
Although you can use manual notes and spreadsheets to log calls, pulling resolution times from data stored in this way can be complicated and laborious. It is better to consider a dedicated call logging system or a bespoke (custom) database designed to report on the information as needed.
When pulling data from a call logging system, make sure you account for exactly how call resolution times should be calculated. For example, should a resolution time include all time from when a call is logged until it is actioned? Or should this time only include business hours?
Also make sure that resolution times only begin when clients properly log a fault with all required information—clients, too, have obligations when it comes to service level agreements!
How do you collect data on service level agreements? Share your methods in the comments box below.
And to follow-through on the tips introduced in this short article, be sure to download your free copy of the special report on IT Service Contract Secrets for Getting More Repeat Clients and Recurring Service Revenue.
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