Introduction:

Here at Process Street, we created a general Service Level Agreement Template Process to guide you through the process of creating a comprehensive SLA from scratch.

We then expanded on this general checklist by creating numerous templates that include a 3-month review process and are tailored to a variety of industries and use cases including IT services, social media services and HR services.

Now we’ve taken it a step further by creating an SLA metrics tracking process. This serves as an even further extension, enabling you to conduct thorough periodic reviews of your SLAs to maintain a solid relationship with your customers and service providers.

This particular template has been designed for SLAs concerning call center services.

With this SLA metrics tracking process checklist, you will  input relevant information in each task and conduct an effective review of performance.

Components of the checklist include:

    • Basic information about the companies involved
    • The objective of the agreement
    • Service provider and customer requirements
    • Performance data and metrics
    • Approval tasks to ensure SLA compliance
    • Evaluation of SLA alignment with business goals
  • Actionable insight from customer feedback
  • Summary of overall performance
  • Identification and implementation of any necessary changes to the SLA
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Enter contact details


Upload SLA document for reference

Upload the current Service Level Agreement (SLA) so that it can be easily found and reviewed by all parties referring to this checklist. 

SLA objectives & requirements:

Input the objectives of the agreement

Specify the objectives of the agreement below. Later on in the checklist you will need to confirm that progress is being made towards these objectives.

Input the service provider requirements

As a supplier/service provider, there will be requirements and responsibilities to uphold. 

These requirements are, of course, one of the most important aspects of the SLA to monitor and track in order to make sure they are being fulfilled. 

Enter the service provider requirements below so they can be compared to actual performance in the following tasks.

Input customer requirements

Now, write down the requirements expected from the customer in return for the supplier's services.

Reviewing performance:

Gather performance data

Collect all of the data you need to review the SLA metrics.

Ultimately, the goal of tracking SLA metrics is to ensure that all of your requirements are being met and ideally, no further action needs to be taken.

Compare performance with requirements

Now compare the data you have gathered with the requirements outlined in the SLA. 

Service provider requirements

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Customer requirements

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Performance data

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Confirm progress towards the agreement's objectives

Confirm that the business relationship, as outlined in the agreement, is in line with the objectives stated earlier in the checklist

Objectives

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Approval: SLA compliance

Will be submitted for approval:
  • Confirm progress towards the agreement's objectives
    Will be submitted

Alignment with business goals:

Evaluate SLA alignment with business goals

You want to make sure that the service being provided is still in line with your company's business goals, whether they are short-term or long-term.

Approval: Alignment with business goals

Will be submitted for approval:
  • Evaluate SLA alignment with business goals
    Will be submitted

Customer feedback:

Conduct informal interviews with the customer

According to Atlassian, an effective way to measure SLA performance is to conduct brief, informal interviews with your customer to get a good idea of how you are doing from their perspective.

Consider contacting the primary customer contact and setting up a phone call to gather valuable information reggarding how well you are providing your services. 

You can use the email template below to reach out immediately

Summarize the feedback

After gathering customer feedback, summarize their thoughts in the text form field below.

Note down any important insights

There may have been some important points mentioned during the feedback process that could offer opportunities to improve your service delivery. 

There may have also been some information received that suggests a change to the SLA is necessary. 

Whatever the case may be, note down any important insights which would be useful when conducting a final evaluation of performance regarding the SLA.

Final evaluation:

Summarize overall performance to date

Summarize the overall performance of the SLA.

Identify action items to improve service delivery

Throughout the SLA review process, you may have identified a number of opportunities to improve service delivery. 

More often than not, carefully reviewing performance metrics and evaluating customer feedback highlights some ways in which you can optimize service delivery. 

Transform these opportunities into clear action items.

If everything is going as expected with no complaints what so ever, great job! Simply write something like 'None - everything going well' in the text box below.

Determine if any changes need to be made to the SLA

You have completed the review process, now its time to determine if the SLA requires any changes to be made.

Below are a few examples of the kinds of questions you should be asking when determining if the SLA needs to be edited.

  • Do the requirements need iterating?
  • Do the objectives still align with your business goals?
  • Is the purpose of the SLA the same as it was when last reviewed?
  • Does the time period of the agreement need to be extended or shortened?

Clarify what changes need to be made

In the text box below, clearly state the changes that need to be made so they can be reviewed and sent to the relevant personnel. 

Inform the relevant personnel of the necessary changes

Of course, a number of individuals including the service provider and customer's main contact, need to be informed about these required edits, so that the new SLA can be created and implemented as soon as possible.

Required changes for updated SLA: {{form.Changes_that_need_to_be_made_to_the_SLA}}

Confirm that the SLA has been updated

Confirm that the SLA has been updated.

Upload the updated document below for approval.

Approval: Updated SLA has been implemented

Will be submitted for approval:
  • Confirm that the SLA has been updated
    Will be submitted

Confirm date of next review

Finally, confirm the date of the next SLA review. 

We recommend you should conduct reviews at least every quarter, or once month depending on how long-term the agreement is and how likely it is to require changes

Sources:

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