Systematic, transparent and documented feedback process on service performance based on the SERVQUAL (servicequality) model, which is in the form of a customer satisfaction index (intern/external). The existence of an agreement on the level of service is beneficial for both parties, as they completely clarify what can be expected from trade relations. In the description above, we can understand that the SLA or Service Level Agreement is very important and offers many benefits to both parties. If you have a business related to IT or services, the existence of a service level agreement will be very useful to improve the quality of services and manage the oprasional business. SLA is a tool that is a formal agreement between suppliers/providers and customers (external/internal) on the commitment of services received and provided, with a set of performance criteria. A service level contract is not a guarantee that it will be respected and read by customers. Sometimes someone places ALS in a place that is quite difficult to reach, so customers do not read the existing service level agreement. In principle, the goal of ALS is to maintain the relationship between service providers and clients in order to remain harmonious and mutually beneficial. The service provider and customer need an SLA contract, here are some SLA objectives that you need to know: ALS is necessary if the service provider is considered a service guarantee for the customer, so that the customer can be satisfied with the services provided, is another effect that will occur on the service provider`s side, the traditional marketing concept of mouth-mouth marketing, which means that the customer will make recommendations to his friend/other colleague, that the services provided by the provider are good, so hope that friends/other colleagues will subscribe to the provider/provider and will evaluate objectively to determine how well the criteria of ALS are met, where is the expenditure in the form of ALS.
All this time, we know that the customer is the king, which eventually pushes the provider to abandon the client`s chosen treatment. In some cases, this can be understood, but with ALS, it is clear that it is a bilateral relationship in which suppliers and customers are at the same level. If you know that the level of service and the minimum level are expected, customers can use the service to the fullest. It is also very useful that the customer is an intermediary who resells or gathers with a larger service that is sold. SLAs have been used since the early 1980s by telephone companies with larger customers and resellers with their services.