Deployed IT solutions that we provide to our customers with dependable, adaptable, and responsive IT services that provide unmatched value. We seek to offer a range of services that satisfy your end-to-end IT requirements through our solid strategic relationships. With our highly skilled team of professionals, we assist our clients in leveraging existing technologies to acquire more profound insights and data about their customers. Our team comprises dedicated individuals on the lookout for new challenges who have worked for a variety of big corporate and global businesses.
Ignite Solutions SLA gives support agents something they can work toward and customers something they can rely on.
Ignite Solutions establish clear objectives for your customer support team. They codify policies regarding how quickly agents must respond to and resolve issues. And by holding agents accountable to specific standards, you’ll see those standards met because what gets measured gets done.
That’s a win for your customers. Aiming for a shorter response time or wait time will likely translate to more satisfied buyers, even if the SLAs are internal.
Start by stating the parties involved and the effective date and briefly outlining the services being provided.
Detail the services your support agents will provide for customers.
Include when and where customers can contact your agents for support. This doesn’t always have to be live support, as you can use AI-powered chatbots or self-service options to ensure customers can get help outside of normal business hours.
State the amount of time it will take to provide a response and resolve an issue. Set time frames that align with industry standards.
Mention specific metrics that will be tracked to measure the quality of support. You may want to consider including these key performance indicators (KPIs) that often appear in SLAs:
A measure of how satisfied customers are with individual support interactions.
Communicate what would happen in case of underperformance or unscheduled service outages. Consider breaking down penalties by service level or the amount of downtime so that it’s not arbitrary but suited to the situation. You should also state what would happen if a customer breaches the agreement.