The communication unit establishes service level agreements with relevant internal units for the provision of communication services.
Guideline code
COM_02200
Mechanism
Mechanism
- The service level manager with the assistance of the project managers and specialists should establish a clear and accessible catalogue of the expected SLAs.
- The service level manager should be responsible for fulfilling requests, enabling users to request and receive standard services, and assist with general information, complaints and comments. To fulfil the SLA on communication, the following tasks should be carried out:
- Managing, categorizing and prioritizing requests;
- Managing the life cycle of requests, escalating them as appropriate and closing them when the user is satisfied;
- Keeping users informed of the status of services and requests.
Parent
Structure
Structure
- The head of the communication unit should propose systematic and standardized service level agreements (SLA) in close collaboration with relevant internal units, including mechanisms for fulfilling requests.
- The SLA should be structured as follows:
- Descriptions of service;
- Roles and responsibilities;
- Service standards, including response and resolution times;
- Problem resolution mechanisms;
- Evaluation criteria.
Title HTML
Guideline 19. Service level agreements
Type
Guideline_1
Weight
24