Business Journal - Service Level Agreements

Service Level Agreements (SLAs) are formally negotiated arrangements between two parties, specifically related to the measurable quality of an offering or product. SLAs became standard components in the telecom contracts of the late 1980’s. Today, they continue to define the characteristics of a consumer experience and the penalties for failing to measure up to that experience. Sometimes, ‘measuring up’ requires compliance of the customer as well.

For example, a printing company promises to deliver 500 brochures by ‘close of business’, but only if the customer provides the original by 9:00AM. (By the way – what does ‘close of business’ mean? Is that part of the agreement specific enough?) By establishing ‘reciprocal’ actions with customers, client relationships are enhanced and customer service improved.

Don’t forget about monitoring SLA compliance! It is one thing to set up an agreement, it is another to confirm the agreement is being honored. In some cases, a broken SLA results in a fine, an approved delay, or a severed partnership. In corporate America, entire departments can be established to audit and review SLAs. What SLAs do you have with entities serving your business? What SLAs do you WISH you had?

SLAs establish expectations or promises of ‘performance’ between a business and its customers. Thankfully, God does not require our performance, just our faith (Ephesians 2:8). Two of my favorite SLAs with God:

“You will seek me and find me when you seek me with all your heart. I will be found by you," declares the LORD (Jeremiah 29:13)
I tell you the truth, he who believes has everlasting life.(John 6:47)

It is by grace alone that God makes infinite promises to each of us, and only through our faith is each promise revealed.

Michelle Sugerman is a business consultant and leadership coach offering a complete system for Christian business leaders, owners, and their secular teams. She combines 16 years in the corporate world with Christian principles to empower clients, readers, and audiences throughout the United States. You are invited to inquire directly about these opportunities by email or by phone at (303) 993-4881.