A Service Level Agreement (SLA) is an agreement between service provider and client. It defines what a customer should expect from the service provider in terms of service type and quality. An SLA usually includes solutions for situations when the provider does not meet the end user’s expectations. Remedies for those situations include compensation and service credits, among others.
A typical Service Level Agreement includes the following components:
- Type of service provided
- Performance metrics such as reliability and responsiveness
- Monitoring and reporting
- Steps for reporting service issues
- Expected time frame for addressing service-based issues and issue resolution
Why are Service Level Agreements Important?
A Service Level Agreement ensures the customer is receiving the maximum level of service as outlined by the provider, combining contract details and responsibilities from both vendor and customer into one document. Since project managers are tasked with overseeing the completion of a project from start to finish while dealing with service providers, they often request SLAs to make sure both parties are clear on project details in case any project-related issues come up.
Why Melissa?
Melissa has been providing international address management, identity resolution and contact data quality solutions for 40 years, helping thousands of companies worldwide proactively manage the quality of their data through leading-edge verification, matching, enrichment, and profiling capabilities. Melissa is committed to remaining certified and compliant, with a long history of establishing and refining our controls to secure client data in an ever-changing, and increasingly connected world. Melissa is SOC 2, HIPAA/HITECH & GDPR Compliant and offers Service Level Agreements (SLAs) with failover and uptime guarantees.