Service-Level Agreements (SLA)
(ข้อตกลงระดับการให้บริการ (SLA))
Definition
Service-Level Agreements (SLA) (ข้อตกลงระดับการให้บริการ (SLA)) Soft Skill
Agreements that define the expected level of service between providers and clients, outlining performance standards, responsibilities, and remedies for service failures.
Expertise Level
Level 1
Basic
1. Understands the basic purpose and components of an SLA.
2. Can identify key performance indicators (KPIs) in an SLA.
3. Recognizes the importance of meeting service expectations.
Level 2
Intermediate
1. Can contribute to drafting and reviewing SLAs with clear terms.
2. Monitors SLA compliance and reports on service performance.
3. Understands how to manage and escalate SLA breaches effectively.
Level 3
Advanced
1. Leads the development and negotiation of complex SLAs with multiple stakeholders.
2. Designs SLA frameworks aligned with business objectives and customer needs.
3. Proactively manages SLA performance, driving continuous improvement and strategic solutions.
