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Service Level

Agreement (SLA) For


Contact Center
1. What is a Service Level Agreement?
An SLA sets the expectations between the consumer and provider. It helps define the relationship
between the two parties. It is the cornerstone of how the service provider sets and maintains
commitments to the service consumer.

• A communication tool.
• A conflict resolution tool.
• A living document.
• A method for gauging service effectiveness.

1.1 Objectives of Service Level Agreements


1. To create an environment which is conducive to a co-operative relationship between Company
Name and Agency Name to ensure the effective support of end users
2. To document the responsibilities of all parties taking part in the Agreement
3. To ensure that Agency Name achieves the provision of a high quality of service for end users
with the full support of Company Name.
4. To define the commencement of the agreement, its initial term and the provision for reviews
5. To define in detail the service to be delivered by Company Name and the level of service which
can be expected by Agency Name, thereby reducing the risk of misunderstandings
6. To detail via a question list, information Company Name requires Agency Name to extract from
end users prior to Company Name involvement
7. To institute a formal system of objective service level monitoring ensuring that reviews of the
agreement are based on factual data
8. To provide a common understanding of service requirements/capabilities and of the principles
involved in the measurement of service levels
9. To provide for all parties to the Service Level Agreement a single, easily referenced document
which caters for all objectives as listed above
1.2 Management Elements communicate.
• How service effectiveness will be tracked.

• How information about service effectiveness will be reported and addressed.

• How service- related disagreement will be resolved.

• How the parties will review and revise the agreement.

2. Parties to the Agreement


Identify the parties involved in this Agreement along with their addresses

This Agreement is made between [specify name of Private Partner], duly organized
under the laws of --- under Commercial Registration No. ----, (hereinafter referred to
as “the Private Partner”) of [specify address of Private Partner], and [specify name of
Agency] (hereinafter referred to as “the Agency” of [specify address of Agency

2.1 Commencement Date


Specify the commencement date of this Agreement as this is the effective date of the legal
Agreement between both parties. This date is usually the same as the commencement date
specified in the Contract.

Example:

This Agreement will commence on [specify commencement date]


2.2 Period of Agreement
This agreement will commence on the date specified in the Official Order following the
acceptance by both parties and will continue until terminated.

2.3 Review Procedure


This agreement will be reviewed on Date X, or at a mutually agreed date, by Agency Name and
Company Name. The review will cover services provided, service levels and procedures.
Changes to this agreement must be approved by both signatories

2.4 Representatives
Agency Name and Company Name nominates the following representatives responsible for the
monitoring and
Maintenance of the service agreement:

• Agency Name: • Acxiom MENA •
• Company Name: • Agency
Representative

3.Service Level Agreement – Detail
Here are the conditions from the Conditions of Contract which have been left for the Authority
to decide the detail.

3.1 HOURS OF BUSINESS


The standard hours of business are 09.00 AM to 19.00 PM Saturday to Thursday based
on 8 hours/day6 days/week (Sat-Thu), with ability to be changed if requested.
OR
Increase the hours of business specified:-

Record below any agreements reached regarding extended hours. In addition you should
record the details of how the supplier can be contacted outside of these hours, the services
available and the response times that will be encountered outside of the standard business
hours identified above.

3.2 TRAINING
Amplify and improve, to the benefit of the Authority or the Consortium, the provisions in these
Conditions of Contract concerning training and development for each Agency Worker

3.3 Services Descriptions


This section of the Agreement shall provide a full description of the Services provided by the
Private Partner to the Agency. This should include all specific activities that will be required to
properly implement the Agreement including how specific services are to be provided, resource
requirements, adhering to the defined schedule of activities and all service delivery processes
used/supported by the Private Partner.

3.3 Service availability:-


Ref Service
Description Specifications
. No. Name
• For handling all inbound calls from the Public • The Call Center shall
Call Center regarding the services. accept calls 12 hours a
Inbound • Order hotlines day, 6 days a week
1 • Customer service • The Call Center shall
• Support lines support two
• Handling call overflow languages: Arabic and
English
• Verification calls • The Call Center shall
• Collections accept calls 12 hours a
Call Center • Lead generation and sales support day, 6 days a week
2 Outbound • Assessment of demand • The Call Center shall
• Collection of useful information and arranging support two
appointments for the sales force languages: Arabic and
• Market research English
• Customer satisfaction surveys
Web • Chat
3 services • Email
• SMS chat support

3.4 Others Services


Ref. Service
Description Specifications
No. Name
• Identify and handle customer inquires completely and • Arabic, English &
accurately. Ardo
• Resolve customer compliments and problems to the
satisfaction of the customer.
• Use customer service and sales skills to optimize the
opportunity of each customer contact.
• Educate the customer of the Organizations products and
services and direct them toward available resources for
self - help.
• Complete necessary documentation to mange customer
1 Agents compliments, issues and subsequent solutions
• Alert management of issues or concerns that require
escalation for complete resolution or which may indicate a
larger, underlying problem.
• Schedule, assign or act on any required customer follow -
up in accordance with a call center guidelines.
• Enter customer data and other relevant information into
call center database or other data repository, as required.
• Maintain confidentiality of the organization customer's
data.
• Participate in individual and team training and meeting to
ensure knowledge is up - to - date.
• Include in quote is a sample data capturing tool. If a more
advance tool is need, there will need for analysis of
Application business requirements.
2
(DCT) • Application support.
• Application maintains
• Application development
CISCO Report Include:- • To be agreed
upon and
• Talk time
detailed in
• Average time to answer
contract
• Hold times
• Wait time
3 Reporting
• Answer times
• Wrap times
Project Reports Include:-
• Weekly progress reports
• Monthly analysis Report,
4.Service requests

This section of the Agreement shall establish the response by the Private Partner to the Agency
based on an request submitted by the Agency. Reference to the service support policies,
processes and related procedures may be included. Specific incident and/or request
parameters, thresholds and/or samples may be inserted here for additional clarification
Example:

In support of services outlined in this Agreement, the Private Partner will respond to service
related incidents and/or requests submitted by the Agency within the following time frames:
• One (1) hour (during business hours) for issues classified as Critical.
• Two (2) hours (during business hours) for issues classified as High
priority.
• Four (4) hours (during business hours) for issues classified as Medium
priority.
• Eight (8) hours (during business hours) for issues classified as Low
priority.
• Twenty Four (24) hours (during business hours) for a general service
Request.
5. Termination

This section of the Agreement addresses provisions to define the events that will trigger
termination, other than termination of the Contract in accordance.
For example:
Persistent failure to meet the service levels over a period of time will give rise to a right of
termination. It is common for services contracts to include a right of termination for "material"
breach,
A "material breach" is subjective and will depend upon the terms and duration of the
agreement, the nature and consequences of the breach and the factual background. This will
need to be negotiated on a case by case basis based on the relevant Contract.
6.GENERAL PROVISIONS

This section of the Agreement encompasses standard terms and provisions which shall be
included in each Agreement and are not subject to change.

1. Severability. If any provision of this Agreement is declared by a court of competent


jurisdiction to be invalid or unenforceable, such Determination shall not affect the validity
or enforceability of any other provision hereof.

2. Notices. Any notices given hereunder shall be given pursuant to and as provided in the
Contract.

3. Waiver. No failure by either party to insist upon the strict performance of any covenant,
term or condition of this Agreement, or to exercise any right or remedy, shall constitute a
waiver of such right or remedy on any subsequent occasion.

4. Governing Law. The validity, construction, scope and performance of this Agreement shall
be governed by the laws of the Kingdom of Saudi Arabia, exclusive of its choice of law
provisions.
5. Amendments. This Agreement may not be amended except in writing executed by duly
authorized representatives of both the Agency and the Private Partner.

6. Assignment. This Agreement may not be assigned by either party except in connection
with and under the circumstances permitted under the Contract. Subject to the foregoing,
this Agreement will be binding on the parties and their respective successors and
permitted assigns.

7. Counterparts. This Agreement may be signed in one or more counterpart copies, all of
which together shall constitute one Agreement and each of which shall constitute an
original.

7.Agreement Approval

This section is the last section of the Agreement and it includes the signatories and date for
each signatory.

__________________________ _____________________

Agency deputy Date

__________________________ _____________________

Private Partner deputy Date