Service Level Agreement 2008

Service Level Agreement 2008 PowerPoint PPT Presentation


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Service Level Agreement 2008

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1. Service Level Agreement 2008 NFC provides SLA’s for its’ major lines of business. This past year we reviewed the SLA’s and based on customer requests and our own internal needs we made several modifications.NFC provides SLA’s for its’ major lines of business. This past year we reviewed the SLA’s and based on customer requests and our own internal needs we made several modifications.

2. Service Level Agreement 2008 Based on Lines of Business Payroll Processing EmpowHR Pay Tech DPRS CLER NFC provides SLA’s for its’ major lines of business. This past year we reviewed the SLA’s and based on customer requests and our own internal needs we made several modifications.NFC provides SLA’s for its’ major lines of business. This past year we reviewed the SLA’s and based on customer requests and our own internal needs we made several modifications.

3. 2008 SLA Modifications Customer relationship management Customer pricing SLA corresponds to customer bill Termination of Services Performance Metric Intro: Two important reasons we made major modifications to the SLAs this year were to standardizing the SLA across our business lines and meet our customer needs. These modifications included: Customer Relationship Management – is an important part of our business. Our customers asked for better communication, this section of the SLA addresses customer requests and customer communication. (CMB is responsible for monitoring/ensuring all requests are given priority) (Several communication tools – notify customer directly via [email protected]; NFC’s Home Page, and NFC’s reporting center). Customer Pricing – Customers and our internal staff wanted to provide a very clear description of how baseline services are charged (W2 versus actual usage). This section provides a clear description of services that are charged based on W2’s and those charged based on actual usage. SLA corresponds to Customer Bill – Again the customer and internal staff asked for clarity on their overall charges. The baseline service sections provide a better description and directly relates to the customer bill. Termination of Services – This is a sensitive issue that needed to be included in our SLA. We updated the SLA to include RIF and Transition of Services Performance Metric – Based on requests from our customers, the performance metric section was completely rewritten. We will look at this section next.Intro: Two important reasons we made major modifications to the SLAs this year were to standardizing the SLA across our business lines and meet our customer needs. These modifications included: Customer Relationship Management – is an important part of our business. Our customers asked for better communication, this section of the SLA addresses customer requests and customer communication. (CMB is responsible for monitoring/ensuring all requests are given priority) (Several communication tools – notify customer directly via [email protected]; NFC’s Home Page, and NFC’s reporting center). Customer Pricing – Customers and our internal staff wanted to provide a very clear description of how baseline services are charged (W2 versus actual usage). This section provides a clear description of services that are charged based on W2’s and those charged based on actual usage. SLA corresponds to Customer Bill – Again the customer and internal staff asked for clarity on their overall charges. The baseline service sections provide a better description and directly relates to the customer bill. Termination of Services – This is a sensitive issue that needed to be included in our SLA. We updated the SLA to include RIF and Transition of Services Performance Metric – Based on requests from our customers, the performance metric section was completely rewritten. We will look at this section next.

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