Save your seat

What is

Service Level Agreement

Service Level Agreement (SLA) is a contractual agreement between a service provider and its customers that outlines the quality and level of service that will be provided. In the context of Zowie, a Customer Service Automation for Ecommerce, an SLA sets the expectations and standards for the support and assistance that Zowie will offer to its customers.


The primary purpose of an SLA is to define the scope of services, establish measurable performance metrics, and ensure that both parties are on the same page regarding the level of service that will be provided. By clearly defining the responsibilities and obligations of each party, an SLA helps to create a transparent and mutually beneficial relationship between the service provider and the customer.


An SLA typically includes several key components that are crucial for effective service delivery. These components may include:


1. Service Description: This section outlines the specific services that will be provided by Zowie. It includes details about the features, functionalities, and capabilities of the platform, ensuring that the customer understands what they can expect from the service.


2. Service Scope: This section defines the boundaries of the services, specifying  included and excluded from the scope of support. It helps to manage customer expectations and avoids any misunderstandings regarding the extent of assistance that Zowie will provide.


3. Service Level Objectives: SLAs often include specific targets and objectives that Zowie commits to achieving. These objectives may include metrics such as response time, resolution time, uptime, availability, and other performance indicators. By setting measurable goals, Zowie holds itself accountable for delivering a high level of service quality to its customers.


4. Performance Metrics: This section of the SLA defines the key performance indicators (KPIs) that will be used to measure the service provider's performance. It establishes benchmarks against which the service provider's performance will be evaluated and provides a basis for monitoring and reporting on the agreed-upon metrics.


5. Support Channels and Availability: An SLA specifies the channels through which customers can contact Zowie for support, such as email, live chat, or phone. It also outlines the availability of support, including the hours of operation and any limitations or exceptions.


6. Escalation and Resolution Procedures: This section outlines the escalation process to be followed in case of any issues or disputes. It provides a clear path for resolving problems and ensures that customer concerns are addressed promptly and effectively.


7. Terms and Termination: An SLA includes details about the duration of the agreement, any renewal terms, and conditions for termination. It also outlines the procedures for modifying or updating the SLA, ensuring that both parties can adapt to changing circumstances or requirements.


By establishing an SLA, Zowie demonstrates its commitment to delivering exceptional customer service and support. It provides a framework for maintaining a high level of service quality, fostering customer satisfaction, and building trust and loyalty. Additionally, an SLA serves as a reference point for both parties, enabling them to clarify expectations, resolve conflicts, and continuously improve the service delivery process.


In summary, a Service Level Agreement is a crucial component of the customer service experience provided by Zowie. It serves as a contractual agreement that defines the responsibilities, expectations, and performance metrics for both Zowie and its customers. By establishing clear guidelines and objectives, an SLA ensures that Zowie consistently delivers the level of service that its customers expect and deserve.

Read more on our blog