Service Level Agreements, OLAs and KPIs ======================================= Slide 1: Service Level Agreements, OLAs and KPIs Narration Anna: Service level agreements, or SLAs, spell out exactly what customers can expect from the support team. They keep everyone honest about response times and resolution goals. Greg: Think of them as the ground rules for collaboration. If an SLA gets breached, it usually triggers extra scrutiny or penalties, so they're worth taking seriously. On-screen text Service Level Agreements, OLAs and KPIs Defining success for support teams Slide 2: Understanding SLAs Narration Anna: A solid SLA defines the services covered, the hours of support and how quickly the team needs to respond or resolve different issue types. Greg: It also spells out the consequences if those targets aren't met. No one likes a penalty clause, but it's there to keep priorities clear when systems break. On-screen text Understanding SLAs - Set expectations with customers - Document response and resolution times - Outline consequences for missed targets Image: SLA, OLA and KPI stack: customer promise, internal handoff and measurement evidence The customer promise rests on internal handoffs, with measurement evidence underneath Slide 3: Operational Level Agreements Narration Anna: Operational level agreements, or OLAs, sit behind the scenes. They define how internal teams support each other so that customer-facing SLAs can be met. Greg: Imagine the database team promising the app team a five-minute failover. Without that kind of OLA, it would be hard to guarantee the bigger service commitments. On-screen text Operational Level Agreements - Internal commitments between teams - Clarify dependencies for each workflow - Keep cross-functional support on track Slide 4: KPIs and continual improvement Narration Anna: Key performance indicators turn these agreements into measurable results. Response time, first-call resolution and uptime are common examples. Greg: Tracking KPIs month over month shows whether your processes actually work. If a target keeps slipping, it's a prompt to refine the workflow or renegotiate the SLA. On-screen text KPIs and continual improvement - Measure service health and trends - Report progress to stakeholders - Adjust targets as business needs change