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What should go in your agency Service Level Agreement ...
sakasandcompany.com
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Enlist others to help “if you’re going to commit to clients, be sure they make commitments to you (about turnaround and other responsibilities)” Question: Do you have an agency Service Level Agreement (SLA) with your clients?
Enlist others to help “good agency-client relationships are a two-way street.” Question: Do you have an agency Service Level Agreement (SLA) with your clients?
An agency owner asked me: “A prospective client is asking for our ‘standard Service Level Agreement.’ We don’t have an agency SLA; should we?” “SLA’s typically refer to 24/7 services like web and email hosting, where service downtime is disruptive.” SLA’s are less common for ongoing marketing services, but you still have options, especially if it’s a prospect you want to close.
A key question—should you even agree to an SLA? What service(s) would you be providing under the agency Service Level Agreement (SLA)? SLA’s typically refer to 24/7 services like web and email hosting, where service downtime is disruptive. “SLA’s are less common for ongoing marketing services” Let’s explore a few sample clauses—especially around the client service experience. Creating a client service SLA can help your agency stand out from the competition, and give your team guidance on what you expect from them.
Things you might guarantee in an SLA “When agencies have SLA’s, they tend to be more informal—more about response time and deliverables at certain stages.” 1) “Your contact at <AgencyName> will send a post-meeting recap within 1 business day.”
1) “Your contact at <AgencyName> will send a post-meeting recap within 1 business day.” “We seek to acknowledge all new client requests within 2 business days when submitted via our PM platform. Resolving the requests may take longer, depending on scope and budget.” 3) “We cannot guarantee response time when clients submit requests via email, voicemail, or text message.”
When agencies have SLA’s, they tend to be more informal—more about response time and deliverables at certain stages. For instance: “Your contact at <AgencyName> will send a post-meeting recap within 1 business day.” 2) “We seek to acknowledge all new client requests within 2 business days when submitted via our PM platform. Resolving the requests may take longer, depending on scope and budget.”
2) “We seek to acknowledge all new client requests within 2 business days when submitted via our PM platform. Resolving the requests may take longer, depending on scope and budget.” “We cannot guarantee response time when clients submit requests via email, voicemail, or text message.” 4) “If clients need faster turnaround, they should submit via [agency’s escalation channel], where we’ll respond within 3 business hours; a minimum fee of $500 (including a rush surcharge of 100%) will apply.”
Enlist others to help “if you’re going to commit to clients, be sure they make commitments to you (about turnaround and other responsibilities)” Question: Do you have an agency Service Level Agreement (SLA) with your clients?
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