Set up your service desk so that the clock doesn`t tick on Saturdays and Sundays, and will become even more complex if you want to create custom rules for things like company parties. And consider creating calendars to support teams at different locations. Now, I`ll break down each section with some details and examples. This checklist is suitable for customers of both service providers. Our conditional logic function adapts the checklist according to who you are. The third and final master`s template is the SLA Metrics Tracking Process Template, which has been designed to perform regular checks of a service level agreement to ensure that all requirements are met by both parties and to assess whether any changes need to be made in the future. Like the second master, this model provides the basis for 7 other models that cater to different application cases. Measures should be designed in such a way that both parties do not reward bad behaviour. For example, if a service level is violated because the customer does not provide information on time, the provider should not be punished. This checklist helps you ensure that you will clarify which services you will provide, as well as which ones you will not provide and which should not be expected by the customer.
The pace of verification should be clearly defined in the agreement. Without these effective checks, it will always be a bitter struggle that will inevitably lead to communication breakdowns and jeopardize the relationship. . . .