Cloud Service SLA Metrics Tracking Process Template

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 cloud 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

A little info about Process Street

Process Street is superpowered checklists. By using our software to document your processes, you are instantly creating an actionable workflow in which tasks can be assigned to team members, automated, and monitored in real-time to ensure they are being executed as intended, each and every time.

The point is to minimize human error, increase accountability, and provide employees with all of the tools and information necessary to complete their tasks as effectively as possible.

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

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.

As a cloud 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.

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

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.

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

Cloud service provider requirements

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Customer requirements

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Performance data

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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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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.

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

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

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.

Summarize the overall performance of the SLA.

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

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?

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. 

Of course, a number of individuals including the cloud 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.

Upload the updated document below for approval.

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

• Ellie Mirman – The Ultimate Guide to Service Level Agreements (SLA’s)
• John Sandman – Service Level Agreements (SLAs) and Customer Satisfaction
• Process Unity – Vendor SLA Monitoring
• Naomi Karten – How to Critique and Strengthen Your SLAs
• Sarah Cook – Customer Experience Standards and Service Level Agreements
• Joe the IT Guy – 5 Tips for Better SLA’s
• Intercom – Measure Your SLA Performance
• Atlassian – How to Set, Measure and Report on SLAs
• Nancy Pais – What Is Service Level Agreement (SLA): All You Need to Know

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