How do you communicate SLAs effectively?

1 Plan ahead

Before you draft or negotiate an SLA, you need to have a clear understanding of the scope, objectives, and requirements of the service you are providing or receiving. You also need to identify and engage with the key stakeholders who will be involved in or affected by the SLA, such as managers, users, suppliers, and regulators. By planning ahead, you can ensure that you have a common vision, a shared language, and a realistic baseline for your SLA.

2 Be specific and measurable

One of the most important aspects of communicating SLAs effectively is to be specific and measurable. This means that you should define the service levels, metrics, and indicators that will be used to evaluate the service performance and quality. You should also specify the roles and responsibilities of each party, the frequency and format of reporting, the escalation and resolution procedures, and the consequences and remedies for non-compliance. By being specific and measurable, you can avoid ambiguity, confusion, and disputes.

3 Use simple and clear language

Another key aspect of communicating SLAs effectively is to use simple and clear language. This means that you should avoid jargon, acronyms, and technical terms that may not be understood by all parties. You should also use active voice, short sentences, and bullet points to make your SLA easy to read and follow. You should also provide examples, diagrams, or charts to illustrate your points and clarify your expectations. By using simple and clear language, you can enhance the transparency, accessibility, and trust of your SLA.

4 Communicate regularly and proactively

Once you have established your SLA, you need to communicate regularly and proactively with your service provider or customer. This means that you should monitor and measure the service performance and quality against the SLA metrics and indicators, and report and share the results and feedback. You should also communicate any changes, issues, or risks that may affect the SLA, and collaborate on finding solutions and improvements. By communicating regularly and proactively, you can maintain the alignment, satisfaction, and value of your SLA.

5 Review and update periodically

Finally, you need to review and update your SLA periodically to ensure that it remains relevant, accurate, and effective. This means that you should schedule regular reviews and audits of your SLA, and solicit feedback and suggestions from all parties. You should also evaluate the outcomes and impacts of your SLA, and identify any gaps, challenges, or opportunities for improvement. By reviewing and updating your SLA periodically, you can adapt to the changing needs, expectations, and circumstances of your business relationship.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?