ONE unhappy customer can potentially result in hundreds of clients lost, in today's world of online
networks, blogs and tweets, where information travels quickly and virally.
Our service philosophy is very simple:
YOU define what you want, in terms of service levels, quality etc .... and WE deliver that to you.
With our services, you are firmly in control. We function as your offshore partner, providing
technological and managerial resources and using our processes and operational framework, honed
over several years, to deliver to you a service that is exactly in line with your expectations and
requirements.
We firmly believe that the support teams we provide to you should perform service as per your
expectations, and provide a service that is relevant to your organization, following standards and
policies that you expect to be followed, as per the quality parameters and service levels that are
defined by you.
It is such parameters and expectations that we document and define clearly within an SLA.
Our SLAs usually consist of the following sections:
1) Service Level Parameters
2) Quality Parameters and QI compliance
3) Compensation for SLA violations
1) Service Level Parameters:
You get to decide what SLA parameters you require, typically these are of the form:
- Response time of 30 minutes
- 90% of tickets resolved inside 4 hours
These are just for the sake of example. The exact parameters can be defined by you.
2) Quality Parameters and QI compliance:
Another important part of the SLA is the QI value. QI, or the quality index, is a measure of the quality of support. Before starting service, we ask for your quality expectations and document those quality parameters. Our quality managers then constantly check the team's output against those parameters. A 100% QI means complete compliance with the quality expectations. So, in our SLA's we like to document the percentage QI compliance as an important measure of the quality levels that we will mandatorily and consistently deliver to you
3) Compensation for SLA violations:
The SLA parameters represent all the service level and quality expectations you have. Our job is to then make sure the SLA is never violated and our quality managers and supervisors constantly work to ensure that.
However, in case of any SLA violation, we issue a credit. The exact details of how much credit is issued for what type of issues is discussed during signup and incorporated into the SLA terms.
