Service Level Agreement (SLA)
What is a Service Level Agreement (SLA)?
An SLA is a legal document or a clear pledge that sets the standard for service delivery between a provider and a client. It covers what day-to-day IT support and logistics should look like. When crafting SLAs, be specific about timelines, responsibilities, and penalties for missed goals. That way, there are no guessing games.
There are different types of SLAs depending on the relationship and needs. These typically include:
- Customer-based SLA: Covers a specific customer or group and all the services they receive
- Service-based SLA: Focuses on one type of service for all customers (for example, email support for all users)
- Multi-level SLA: Combines aspects of both, with layered details for different users or departments
At Dots, SLAs are made transparent so IT teams know exactly what to expect. For example, shipping times are tracked against SLA agreements, meaning you can see if deliveries are on schedule. Warehouse handling, procurement responses, and even device retrieval during offboarding can all be tied to SLAs. This provides clarity for IT managers and ensures accountability. Because Dots operates across multiple countries, SLA visibility is important. A device shipped in the US may have different delivery guarantees than one shipped in Singapore, and the platform makes these differences clear. Transparent SLAs help IT managers plan better, reduce disputes, and ensure that employee onboarding and offboarding happen smoothly. In practice, this means fewer delays and fewer surprises in day-to-day IT operations.
