Service Level Agreement (SLA)

Table of Contents

1. Introduction
2. Setting Up the SLA Task
   • Service Configuration
     • Service Name
     • Service Description
     • Service Scope
     • Service Availability
     • Service Hours
     • Support Levels
     • Response and Resolution Time Critical
     • Performance Monitoring
     • Maintenance Windows
     • Exclusions
     • Confidentiality
     • Data Security
     • Change Management
     • Dispute Resolution
     • Service Credits
     • Definitions
     • Responsibilities
     • Termination Clause
     • Service Level Objectives (SLOs)
   • Email and AI Configuration
     • Email Address for Delivery
     • Choose Preferred Language
3. Using the SLA Task
4. Support & Troubleshooting

 

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Introduction

The Service Level Agreement (SLA) task in FlyTask assists businesses in creating SLAs that define service expectations, support levels, and performance standards. By entering detailed service configurations, the task generates a complete SLA document, delivered directly to your email.

 

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Setting Up the SLA Task

Service Configuration

Service Name

• Input the name of the service being provided.
• Example: Premium property management

Service Description

• A detailed description of the service offered.
• Example: Comprehensive property management for residential properties

Service Scope

• Define the boundaries and extent of the service.
• Example: Includes tenant management, rent collection, and property maintenance

Service Availability

• Specify when and how often the service is accessible.
• Example: Available 24/7 for emergency support

Service Hours

• Operational hours during which the service is available.
• Example: 9:00 am to 5:00 pm, Monday to Friday

Support Levels

• Describe different tiers or types of support provided.
• Example: Basic support includes email assistance; premium support offers 24/7 support

Response and Resolution Time Critical

• Timeframes for responding to and resolving critical issues.
• Example: Response within 1 hour, resolution within 24 hours for critical issues

Performance Monitoring

• Outline how service performance will be tracked.
• Example: Service performance monitored through regular audits

Maintenance Windows

• Scheduled times for system updates or repairs.
• Example: Every Sunday from 12:00 am to 4:00 am

Exclusions

• Outline any items not covered under the SLA.
• Example: Excludes legal fees, property insurance, and tenant-initiated repairs

Confidentiality

• Terms for protecting sensitive information shared between parties.
• Example: All parties agree to keep confidential information secure

Data Security

• Measures in place to protect data from unauthorised access.
• Example: Data is protected through encryption and secure servers

Change Management

• Define the process for requesting and implementing changes.
• Example: Changes require written approval with 14-day notice

Dispute Resolution

• How conflicts will be handled.
• Example: Disputes resolved through mediation or arbitration

Service Credits

• Compensation for service performance failures.
• Example: Service credits issued for performance failures

Definitions

• Clarify key terms used in the agreement.
• Example: Defines "service," "client," and "agreement"

Responsibilities

• Duties of each party under the agreement.
• Example: Service provider manages property upkeep, client ensures timely payments

Termination Clause

• Conditions for ending the agreement.
• Example: Either party may terminate with 30 days’ written notice

Service Level Objectives (SLOs)

• Target performance metrics for the service.
• Example: Response time within 1 hour, issue resolution within 24 hours

 

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Email and AI Configuration

Email Address for Delivery

• The email address where the SLA document will be sent.
• Example: support@flytask.com

Choose Preferred Language

• Language for the generated SLA document.
• Default: en-GB for British English.

 

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Using the SLA Task

After carefully entering all required service details, follow these steps to finalise and execute the task:

1. Review Your Inputs: Double-check each field to ensure the accuracy and completeness of the service details, support levels, and compliance terms. This step is crucial for generating a comprehensive and accurate SLA.

2. Submit the Form: Once you’re confident all fields are correctly filled, submit the form to save your inputs. This action allows FlyTask to prepare the data for SLA generation.

3. Execute the Task: Click “Execute” to initiate the SLA drafting process. FlyTask will process the data and use AI to generate a detailed SLA document, outlining the agreed-upon service levels and performance metrics.

4. Receive and Review the SLA Document: The completed SLA will be sent to your specified email. Review the document carefully, ensuring it aligns with your expectations and compliance needs. Use this SLA as a formal agreement between service provider and client.

 

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Support & Troubleshooting

For any issues or questions, reach out to our support team at support@flytask.com. We’re here to assist with any setup or troubleshooting needs.