The Contact Center SLA is essential for organizations outsourcing their customer service operations or establishing internal service standards. This document, governed by English and Welsh law, sets out clear expectations for service delivery, including quantifiable metrics, operational requirements, and compliance standards. It typically includes response times, call handling metrics, quality standards, and data protection requirements, serving as both a operational framework and a legal safeguard for all parties involved.
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1. Parties: Identification of contracting parties and their legal details
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement
4. Service Description: Detailed description of contact center services to be provided
5. Service Levels: Performance metrics, KPIs, and measurement methodology
6. Operating Hours: Service availability and operating times
7. Reporting Requirements: Performance reporting frequency and format
8. Data Protection: Data handling and privacy requirements
9. Term and Termination: Duration and termination provisions
1. Disaster Recovery: Business continuity procedures for critical service operations
2. Technology Requirements: Specific technology standards and requirements when technology provision is part of the service
3. Training Requirements: Staff training and certification requirements for complex or specialized services
4. Multilingual Support: Language support requirements for international service delivery
1. Schedule 1 - Service Level Metrics: Detailed KPIs and performance targets
2. Schedule 2 - Pricing Schedule: Detailed pricing structure and payment terms
3. Schedule 3 - Escalation Matrix: Contact details and escalation procedures
4. Schedule 4 - Technology Specifications: Detailed technical requirements and standards
5. Schedule 5 - Data Processing Agreement: Detailed data protection requirements and procedures
6. Schedule 6 - Business Continuity Plan: Detailed disaster recovery procedures
Relevant legal definitions
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