Detailed Description of Service

            It is vital to give detailed description of every service, because if services are left with open ended elements, then things can get confused and messy in the future. So, every possible situation and element should be described for each service so that both parties know each aspect of it. For instance, it was mentioned in the SLA that availability of service will be done on different basis, like telephone support will be provided from 9am to 5pm from Monday to Friday. It was described that calls coming after dedicated time slot will be redirected to mobile phones of representatives. But it was missing in this description that what will be the option for customers, like they will be able to get 24/7 support on calls, and what would be the course of action on Saturdays and Sundays, if customer needs help. Moreover, it was also not described that if customer will need any immediate and emergency request, then how it will be meet other than given specific time and days. So, it shows that Tampa Bay Office Furniture Inc. SLA is missing complete description of various services such as availability of services.

            The good thing about this SLA is that its duration time is mentioned, as well as it also mentioned that when it will be reviewed. It was clearly described that it will be revised twice on annual basis, which means that company gets a chance to alter its SLA as per received response and feedback from their valuable customers. The other good thing about this SLA is that it has described various points with enough details. For instance, it was mentioned in the SLA that high priority issues of customers will be resolved within 8 hours’ time, and all issues having medium priority will be resolved within 48 hours. And if there are any issues with low priority, then it can take up to 5 days for completion. But the service request potion did not mention that if customer is in trouble, and if he/she is not ready to wait for so many hours, and want an immediate solution, then what would be the remedy. Would customers be out on wait in any given situations, or any unhappy customer will be given propriety of issue is of a serious nature.

            The other good part of this SLA is that it has clearly mentioned the roles and responsibilities from both sides. For instance, it has described that what kind of responsibilities are there on the shoulder of Tampa Bay Office Furniture Inc., and how each responsibility will be handled. The other great part is the responsibility described on the customers’ end. It has been described that customers will have to ensure that they pay their internal payments on time to support different kinds of costs. This one example shows that customers are also included with full potential elements in this SLA. The company has missed the element of developing Evaluation criteria, as it is one of the crucial elements of Service Level Agreement, because each service should be held accountable with an evaluation process, as it helps to keep the SLA on right track with positive outcomes.

References of Develop a Service Level Agreement

BODLE, IRENE. WHAT IS AN SLA AND WHICH ESSENTIAL TERMS SHOULD BE INCLUDED IN ONE? 2017. 30 May 2019. <https://irishtechnews.ie/what-is-an-sla-and-which-essential-terms-should-be-included-in-one/>.

Overby, Stephanie, Lynn Greiner and Lauren Gibbons Paul. What is an SLA? Best practices for service-level agreements. 2017. 30 May 2019. <https://www.cio.com/article/2438284/outsourcing-sla-definitions-and-solutions.html>.