Service Level Agreement
between
Vysk Communications
and
<Customer Service Support Provider>
October 19, 2017
Table of Contents
- Overview 3
1.a. Parties to the agreement
1.b. Purpose and scope of the agreement
- Services to be Provided 4
- Service Standards 5
3.a. Introduction
3.b. Service grades
3.c. Service channels
3.d. Key performance indicators
Table 1 – KPI Summary
3.e. Priorities and conflicts
3.f. Severity levels/tiers
3.g. Incentives and penalties
- SLA Management 10
4.a. Tracking and reporting
4.b. Frequency and scheduling
4.c. Distribution and presentation media
- SLA Review and Modification 11
5.a. Objectives
5.b. Change process
5.b.i. Frequency
5.b.ii. Procedures
5.b.iii. Logging
5.b.iv. Escalation
- Appendices 13
6.a. Glossary of terms
6.b. Key contacts
6.c. Change log
7. Signature Page 16
1. Overview
1.a. Parties to the Agreement
This Service Level Agreement (SLA) is between Vysk Communications (VYSK) and <Customer Service Support Provider (CSSP)>.
1.b. Purpose/Scope of the Agreement
CSSP has agreed to provide a number of services as VYSK’s agent in <region>. These services include direct sales of VYSK products to enterprise (corporate and government) clients (including, but not necessarily limited to, the QS1), initial implementation support, and post-sale technical support. It is VYSK’s expectation that this technical support responsibility will reside solely with CSSP for first- and second-tier severity issues (tiers to be defined later in the agreement), and that VYSK technical staff will work with CSSP as needed to identify and resolve third-tier technical issues (the most severe and/or technically challenging).
This SLA documents the specific services that CSSP will provide on behalf of VYSK, and the quality with which it will deliver those services. The document describes, as well, the channels through which the services will be made available to end customers (both retail consumers and enterprises). Most importantly, the SLA provides a governance framework for ensuring that services are made available to VYSK’s end customers at the highest achievable quality levels, and, to that end, it includes specific Key Performance Indicators (KPIs), as well as incentives and penalties associated with exceeding or failing to achieve the agreed-upon KPIs.
In order to ensure continuing compliance with the performance objectives described in the SLA, and to facilitate troubleshooting when problems arise, the SLA includes guidelines for periodic reporting of performance results, including specific KPIs to be reported upon, as well as the format and media requirements for the delivery of these reports.
Finally, because both parties understand the dynamic nature of the privacy/security industry, as well as our relationship, processes are included in this SLA for periodically reviewing the SLA agreement itself and making changes where necessary and mutually agreed upon.
2. Services to be provided
CSSP has agreed to serve as VYSK’s agent and representative in <region>. Specific services CSSP will provide on VYSK’s behalf include:
- Generate sales/marketing leads in the enterprise space
- Prosecute leads to close sales of the QS1 system
- Close sales and deliver completed contract documents to VYSK for processing
- Support new enterprise client implementations, to include:
o Track status of physical deliveries
o Provide spreadsheets and other supporting documentation to clients
o Assist in configuring client networks where applicable
o Validate that delivered QS1’s function correctly
o Conduct initial training for client IT staff members
- Provide post-sale technical support, to include:
o Receive initial client IT staff trouble calls
o Determine severity level of trouble call (Tier 1, 2, 3)
o Resolve Tier 1 and 2 calls
o Work with VYSK technical staff to resolve Tier 3 troubles
o Keep client apprised of trouble resolution status
o Validate successful resolution of trouble with client
o Document step-by-step status of trouble resolution
o Track relevant KPIs
o Generate performance reports according to formats and delivery media described later in this document
o Meet regularly with VYSK leadership to review performance status, discuss problem areas, etc.
o Provide regular timely reporting to VYSK on QS1 system problems, particularly recurring ones
3. Service Standards
3.a. Introduction
High quality and efficient service levels can only be achieved in a consistent manner if these levels are monitored and tracked over time. To facilitate VYSK providing such high quality service to its end customers, the KPIs described in the following sections will be tracked and reported upon.
3.b. Service Grades
VYSK enterprise customers will have a choice of Service Grades, according to the following summary:
Basic – Available at no additional cost
Silver – Available at an additional cost of $8/user/year
Gold – Available at an additional cost of $35,000/year plus $12/user/year
Higher service grades naturally entitle the user to improved service performance, and it will be the responsibility of CSSP (and VYSK where appropriate) to understand each client’s chosen service grade and deliver as appropriate on these enhanced commitments. The specific service standards for each KPI and service grade are provided in the following sections.
3.c. Service Channels
An important aspect of the customer service experience is the flexibility with which end users can access their service provider. The following list summarizes the means by which clients can initiate and follow up on trouble requests based on their selected service grade.
Basic – Toll-free (domestic) telephone, email, text/SMS, web portal, chat
Silver – Toll-free (domestic) telephone, email, text/SMS, web portal, chat
Gold – Toll-free (international) telephone (direct account manager access), email, text/SMS, web portal, chat
3.d. Key Performance Indicators
Availability – The days/hours during which service will be provided by CSSP to end-users.
Basic – Monday – Friday, 8 a.m. – 6 p.m.
Silver – Monday – Saturday, 8 a.m. – 8 p.m.
Gold – 24 x 7 x 365, including holidays
The capability will be provided to accept voice messages after hours and these messages will be responded to on the following business day.
Responsiveness – The speed with which a new service request/problem is acknowledged and followed up on by CSSP and/or VYSK.
Basic – 1-hour service request acknowledgement
- Service request status update every 24 hours (email)
Silver – 30-minute service request acknowledgement
- Service request status update every 12 hours (email or text)
Gold – 15-minute service request acknowledgement
- Service request status update every 4 hour (phone, email, text)
Timeliness – The length of time required to fully resolve customer problems.
Basic – 90% request resolution in 48 hours
Silver – 90% request resolution in 36 hours
Gold – 95% request resolution in 24 hours
First Call Resolution (FCR) – The percentage of customer problems successfully resolved on the first attempt
Basic – 90% first-call resolution
Silver – 95% first-call resolution
Gold – 98% first-call resolution
Customer Satisfaction/Net Promoter Score
At the conclusion of each problem resolution, a short email/survey will be sent to the main client contact. This survey should ask the following:
1. Please rate your satisfaction with the resolution of your recent trouble call to CSSP technical support (1 – 10, with 10 being most satisfied) _________
2. How likely would you be to recommend CSSP/VYSK technical support to your colleagues and associates (1 – 10, with 10 being most likely) __________
3. Please provide any relevant details on your recent transaction (pro or con) that you believe would help CSSP/VYSK to offer better service in the future (open comment field).
The preceding service standards are summarized in Table 1 below.
| Basic | Silver | Gold | |
| Cost | No charge | $8/user/year | $35,000 plus $12/user/year |
| Support Hours | Mon-Fri, 8 a.m. – 6 p.m. | Mon-Sat, 8 a.m. – 8 p.m. | 24 x 7 x 365, including holidays |
| Service channels | Toll-free phone, email, text/SMS, chat | Toll-free phone, email, text/SMS, chat | Toll-free (int’l) with direct Acct. Mgr. access, phone, email, text/SMS, chat |
| Responsiveness | - 1-hour acknowledge |
- 4-hour updates- 30-min acknowledge
- 2-hour updates- 15-min acknowledge
- 1-hour updatesTimeliness90% resolution in 48 hrs.90% resolution in 48 hrs.95% resolution in 24 hrs.FCR90% first-call resolution95% first-call resolution98% first-call resolutionSoftware/firmware UpdatesAll includedAll includedAll includedTraining½ day initial
½ day CSSP support- 1 day initial
- 1 day CSSP support- 1 day initial
- 1 day CSSP supportOther- Full initial system/network configuration
- Excel/CSV file with QS1 unit data
- Invitation to annual QS1 user conference
- Full initial system/network configuration
- Excel/CSV file with QS1 unit data
- Free admittance for 2 to annual QS1 user conference
- Full initial system/network configuration
- Excel/CSV file with QS1 unit data
- Direct acct. mgr. and tech. svc. engineer access
- Free admittance for 4 to annual QS1 user conference
- Service assurance warranty
Table 1
3.e. Priorities/conflicts
It is likely that situations will arise in which multiple customer requests will arrive simultaneously, conceivably causing CSSP to choose which customer issue to focus resources on first. In any such circumstances, these decisions should be based on the service grade selected by each customer. For example, in cases of resource limitations, any gold-level customer issues should be resolved prior to addressing silver- or basic-level issues.
3.f. Severity levels/tiers
For the purposes of performance measurement and management, the full set of foreseeable QS1 problems will be organized into three categories: Tier 1, Tier 2, and Tier 3. These are defined as follows, including a few examples of each.[1]
Tier 1 – Problems of a sufficiently straightforward level that they can be resolved directly by the end use client without involving CSSP or VYSK. Examples include (but are by no means limited to):
- Individual QS1 devices that fail due to having been dropped, getting wet, or other situations in which the solution is a simple one-for-one unit replacement.
- End-user questions concerning routine usage (i.e., training)
- Calls that fail to establish properly due to incorrect subscription management, expired subscriptions, outdated software/firmware, etc.
Tier 2 – Problems whose complexity requires the assistance of CSSP technical staff, but which do not require VYSK engineering expertise. Examples include:
- Systemic/recurring calls dropped
- Subscription charges billing incorrectly
Tier 3 – Problems of sufficient complexity that they require the combined resources of CSSP and VYSK to resolve. Examples include:
- Complete failure of a client’s network so that no QS1 calls work
- Major firmware/software update required
3.g. Incentives and penalties
In order to maximize the likelihood of successfully achieving the desired level of service quality, VYSK will provide financial incentives for time periods during which target KPI values are exceeded by CSSP. Conversely, periods of underperformance will result in commensurate financial penalties. The details of this aspect of the SLA will be provided in a future update to the agreement.
4. SLA Management
In order to ensure and document the success (or lack thereof) with which service quality is being delivered, various performance reports will be required, some recurring, others one-off. This section of the SLA describes these reports, their purposes, frequencies, contents, and modes of delivery.
4.a. Tracking and reporting
A weekly report should be delivered that contains performance information for the preceding week. This report should present KPI results on a per-client basis as well as in aggregate. Specific KPIs to be presented in the report include:
- % Problems with initial acknowledgement in target time
- % Problems with follow-up status notices in target times
- % Problems resolved within target time
- % Problems resolved on first attempt
- % CSAT/NPS scores of 8 – 10
These numerical results should be compared to scores for the preceding week and to the moving average for the preceding four weeks.
4.b. Frequency and scheduling of reports
The preceding report should be updated at the conclusion of each business week and available for review on the following Monday. In cases where specific results or trends are out of acceptable tolerances, one-off reports may be requested that contain additional detail on specific events, clients, days, etc.
4.c. Distribution and presentation media
The primary performance report should be distributed by email to a list of VYSK and CSSP individuals to be provided. It should also be accessible on a password-protected web site. Specific report format will be determined at a later date, but MS Excel will be a minimum requirement. This report will be the primary basis for recurring performance review meetings between VYSK and CSSP team members.
5. SLA Review and Modification
5.a. Objectives
Because the relationship between CSSP and VYSK is a dynamic one, and the mobile privacy/security product space in which we are operating is rapidly evolving, we recognize that the contents of this SLA must, as well, evolve over time to adapt to the changing requirements of the market. This section describes a process by which the SLA and associated tools and processes can be periodically reviewed and modified to maximize effectiveness.
5.b. Change process
5.b.i. Frequency
During the initial 6 months of this agreement, VYSK and CSSP team members will review this SLA as needed to modify processes and target performance objectives in ways that allow us to arrive at mutually acceptable standards. Once we have arrived at a steady-state situation, we will continue to review the SLA at least quarterly so that it remains a dynamic document and continues to be a useful tool for maximizing the level of service performance received by end users.
5.b.ii. Procedures
Any VYSK or CSSP team members are encouraged to suggest SLA improvements, whether to processes or performance objectives. These suggested changes should be submitted by email to the SLA owners at both firms. Depending on agreed level of impact of the proposed change, it may be addressed immediately or queued up for the next regularly scheduled SLA review meeting.
5.b.iii. Logging
All proposed and implemented changes to this SLA will be noted in a change log. These notations will include:
- Description of the propose/implemented change
- Name of individual proposing the change
- Date of proposed change
- Final resolution of proposed change (implemented/rejected/tabled)
A draft change log format is provided in the Appendix section of this SLA.
5.b.iv. Escalation
Situations will inevitably arise in which standard performance intervals and/or processes are determined (by either VYSK, CSSP, or the end user) to be inadequate to the situation. In such cases, resource reallocation or performance target modification may be required. The individuals working on the specific problem should have an agreed-upon process in place by which they can escalate the problem to a higher management level in order to make potentially difficult calls concerning time and resource trade-offs between multiple clients, overtime work schedules, etc. This escalation plan may, as well, include incremental financial costs to end users, particularly in situations where the requested level of service is in excess of that to which they are entitled through the normal terms of their chosen service grade.
6. Appendices
6.a. Glossary of Terms
Availability – The days/hours during which service will be provided by CSSP to end-users.
Customer Satisfaction (CSAT) – The degree to which a respondent is satisfied with a service provider’s response to a problem or request.
First Call Resolution (FCR) – The percentage of troubles successfully resolved on the first attempt.
Net Promoter Score (NPS) – The percentage of respondents who indicate that they would recommend the provider’s product or service to a colleague or associate.
Responsiveness – The speed with which a new service request/problem is acknowledged and followed up on by CSSP and/or VYSK.
Service Level Agreement (SLA) – Master agreement governing the provision of technical support services, including specific services to be provided and the quality with which those services will be provided.
Tier – Level of severity of a specific technical problem or request. Tier 1 problems are the easiest, Tier 3 the most difficult. The tier level assigned to a problem will determine which team members work on its resolution.
Timeliness – The length of time required to fully resolve customer problems.
6.b. Key contacts
Following are the principal contacts for CSSP and VYSK as regards the contents of this SLA.
VYSK
SLA Manager ____________________
Title_____________________________
Phone___________________________
Email____________________________
SLA Manager Direct Supervisor ____________________
Title_____________________________
Phone___________________________
Email____________________________
CSSP
SLA Manager_____________________
Title_____________________________
Phone___________________________
Email____________________________
SLA Manager Direct Supervisor ____________________
Title_____________________________
Phone___________________________
Email____________________________
6.c. Change Log
| Proposer name | Proposal date | Proposal description | Proposal resolution |
Service Level Agreement
between
<Customer Service Support Provider>
and
Vysk Communications
Prepared by:
_______________________________ _____________________________
Name Name
_______________________________ _____________________________
Title Title
_______________________________ _____________________________
Date Date
Approved and Owned by:
_______________________________ _____________________________
Name Name
_______________________________ _____________________________
Title Title
_______________________________ _____________________________
Date Date
[1] An exhaustive list of potential troubles, organized into tiers, will be provided in an appendix to this document.