What are the best practices for modifying an SLA for field service during a crisis?

1 Communicate proactively

The first step to modifying an SLA during a crisis is to communicate proactively with your customers. Inform them of the situation, the impact on your service delivery, and the steps you are taking to mitigate the risks. Explain the reasons for the SLA modification and the benefits for both parties. Seek their feedback and approval before implementing any changes. Keep them updated regularly on the progress and challenges of the service delivery. By communicating proactively, you can build trust, transparency, and loyalty with your customers.

2 Assess the impact

The second step to modifying an SLA during a crisis is to assess the impact of the crisis on your service delivery. Identify the factors that affect your ability to meet the SLA terms, such as resource availability, safety measures, travel restrictions, customer demand, and regulatory compliance. Evaluate the severity and duration of the crisis and its implications for your service delivery. Prioritize the most critical and urgent service requests and allocate your resources accordingly. By assessing the impact, you can determine the scope and extent of the SLA modification.

3 Negotiate the changes

The third step to modifying an SLA during a crisis is to negotiate the changes with your customers. Based on your impact assessment, propose the changes that are necessary and reasonable for both parties. For example, you may need to adjust the service level objectives, such as response time, resolution time, availability, or performance. You may also need to modify the service level indicators, such as metrics, targets, or thresholds. You may also need to revise the service level penalties, such as credits, refunds, or termination clauses. By negotiating the changes, you can reach a mutual agreement that balances the interests and expectations of both parties.

4 Document the changes

The fourth step to modifying an SLA during a crisis is to document the changes in a formal and clear manner. Update the SLA document with the revised terms and conditions, including the effective date, the duration, and the termination criteria of the modification. Specify the roles and responsibilities of both parties, as well as the dispute resolution process. Obtain the signatures of both parties and distribute the updated SLA document to all relevant stakeholders. By documenting the changes, you can ensure the legal validity and enforceability of the modified SLA.

5 Monitor the performance

The fifth step to modifying an SLA during a crisis is to monitor the performance of your service delivery according to the modified SLA terms. Collect and analyze the data on the service level indicators, such as response time, resolution time, availability, or performance. Compare the actual results with the agreed targets and thresholds. Identify any gaps or deviations and take corrective actions if needed. Report the performance results to your customers regularly and solicit their feedback. By monitoring the performance, you can demonstrate your compliance and accountability to the modified SLA.

6 Review the modification

The sixth step to modifying an SLA during a crisis is to review the modification periodically and adjust it as needed. Evaluate the effectiveness and efficiency of the modified SLA in meeting the needs and expectations of both parties. Assess the feedback and satisfaction of your customers and your employees. Consider the changes in the external environment and the internal capabilities. Decide whether to extend, terminate, or modify the SLA modification based on the current situation and the future outlook. By reviewing the modification, you can ensure the relevance and suitability of the modified SLA.