Service Level Agreement Policy

The Importance of Implementing a Service Level Agreement (SLA)

As a customer, you expect the services you rely on to function smoothly and meet your business needs. But without a clear agreement in place, how can you be sure you're getting the level of service you need? This is where a Service Level Agreement (SLA) comes in. An SLA ensures that you and our TAS team are aligned on expectations, performance standards, and responsibilities.  Here’s why implementing an SLA is essential for you as a customer:

Sets Clear Expectations

An SLA gives you a clear understanding of what you’re entitled to as a customer. Without one, there’s a lot of room for assumptions—we might think we’re delivering what you need, but you may expect something else entirely. By defining services, performance standards, and responsibilities upfront, you’ll know exactly what to expect from us, and we’ll know what you need. This clarity helps avoid misunderstandings and ensures that everyone is on the same page.

Ensures Measurable Performance

When you rely on our team, you want to know that we are delivering what we promised. With an SLA, specific performance metrics—such as system uptime, response times, and resolution times—are laid out, giving you a concrete way to measure our performance.

Protects Against Service Disruptions

One of the biggest concerns as a customer is the risk of service interruptions or slow issue resolution. An SLA helps manage this risk by defining how quickly problems will be addressed and resolved based on their priority. For example, if your business-critical systems go down, the SLA will outline how fast we are expected to respond and fix the issue.  This level of protection is essential, as it minimizes the potential impact of service disruptions on your operations. Knowing that issues will be handled promptly allows you to focus on running your business without worrying about prolonged outages.

Improves Communication and Accountability

An SLA sets up clear communication channels between you and us. It typically outlines how to report issues, request services, and escalate problems. This structured approach ensures that your concerns are addressed efficiently, and we stay accountable for meeting your needs.  By establishing a defined process for interaction, the SLA helps prevent delays and confusion, ensuring smooth communication. You’ll know exactly who to contact, how issues will be handled, and what to expect at each stage.

Builds Trust and Strengthens Relationships

When we operate under an SLA, it shows our commitment to meeting your needs. We are willing to be held accountable for delivering on our promises, which builds trust in the relationship. Knowing that we are committed to specific standards makes you more confident in our ability to meet your expectations.  As a customer, this creates a sense of security. You’re not just hoping for good service—you have it documented in an agreement. This level of transparency helps foster a stronger, long-term partnership with your TAS team.

Provides a Path for Continuous Improvement

One of the key benefits of an SLA is that it allows for periodic review and adjustment. As your business grows or your needs change, you can revisit the agreement to ensure the services you’re receiving continue to align with your expectations.  This flexibility allows you to engage in meaningful conversations with us about improving service performance and addressing any gaps. You benefit from better service quality over time, while we stay aligned with your evolving needs.

Conclusion

Implementing a Service Level Agreement is vital for protecting your interests as a customer. It ensures that you receive the level of service you need, with clearly defined performance standards, transparent communication, and accountability. By having an SLA in place, you can feel confident that we are committed to meeting your expectations and that you have a structured plan for managing service delivery.  An SLA empowers you to build a strong relationship with us, ensuring that both parties are aligned in working towards your business goals. It’s not just a contract—it’s a foundation for ensuring the reliability and quality of the services you rely on to keep your business running smoothly.

What to expect from us

Notes:

Critical Severity will take priority; · Low Severity issues holds the lowest priority.

Problems and requests within a specific priority category will be handled on a first come, first served basis.

In some cases, special consideration if NPC resources is more constrained. In the event of a natural disaster, failure of a third-party utility (such as internet service provider), or other situation resulting in multiple critical issues, stated response and resolution times maybe longer.