A service-level agreement (SLA) is a part of a service contract where a service is formally defined. In practice‚ the term SLA is sometimes used to refer to the contracted delivery time (of the service or performance). As an example‚ Internet service providers and telcos will commonly include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms. In this case the SLA will typically have a technical definition
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Contents: 1. Service Level Agreement i. Statement Of Intent ii. Objectives of Service Level Agreement iii. Period of Agreement iv. Review Procedure v. Representatives vi. Reference Documents vii. Service Level Monitoring viii. Complaints 2. Software Support Customer’s Responsibilities i. Functional Overview ii. Hours of Operation iii. Response Times iv. Priority Level Response Times v. Support Available 3. SunGard Responsibilities i. Functional Overview ii. Hours of Operation iii
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Service Level Agreement for HR Services Overview Service level agreement for the provision of HR Services in relation to employee relations advice and recruitment assistance to managers‚ supervisors and staff. This is an internal agreement for HR services between the Human Resources Department and the Customer Services Branch. Service Specifications The designated HR team at Coastal Education Network will provide advice‚ assistance and support on the implementation of the organisation’s HR
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Agreement Overview: This agreement represents a Service Level Agreement between Finman Account Management LLC‚ Datanal Inc and Minertek Inc for providing IT services that is needed to support and sustain Finman’s products and services. This Agreement will remain valid until it is superseded by a revised agreement which will be mutually signed by the stakeholders. This Agreement outlines the parameters of all IT services which is covered and it does not supersede the current processes and procedures
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or Automatic Level Let us look at the history of surveying levels. Since the Dumpy level was invented in early 1700’s it has been considered the standard‚ that was up until around the 1830’s when the transit level was invented. Recently the level has changed faster than you can keep up with it‚ but through all this the Dumpy level has remained a reliable back up just in case the modern levels breakdown. A dumpy level‚ builder’s auto level‚ leveling instrument or automatic level is an optical
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1. Explain how adjusting the customer service level could improve a marketing mix. Illustrate. Basically the marketing mix is the 4 P’s‚ place‚ price‚ production (product) and promotion but without customer service or the customer‚ focusing on those 4 P’s is pointless. Knowing the needs and wants of your consumers‚ is something you need before you can start on the process of evaluating and determining your marketing mix. Adjusting the customer service level could help you figure out your marketing
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Zara’s – Customer Service Level Any successfully marketing strategy will place the customer in the center of a circle surrounded by the four P’s (product‚ place‚ promotion and price) understanding that the customer is not part of the marketing mix‚ but rather the target of all marketing efforts. Zara’s product is a physical good; therefore place requires logistics decisions in addition to the design and manufacture of the product itself. Zara’s home base is Spain. It is there (for the most
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Section 1 – Understand methods of communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. Situation Methods of communication 1. The porridge that a guest has ordered is not available. Verbal. The best approach in this situation is to speak to the guest face to face and apologise whilst explaining why the porridge is unavailable
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organisation and the customer service role 1. Complete the table below with a description of the products and services for at least two commercial organisations‚ public organisations and third sector organisations. Please ensure you provide a description for each organisation‚ rather than a list.  2. Complete the table below by describing the differences in customer service between commercial‚ public and third sector organisations. You should outline customer service roles in each organisation
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Customer Service Unit 3 Communication in the customer service role Session 4 Understand how to meet the needs of a diverse range of customers © Creating Careers Limited‚ 2012. All rights reserved. Page 1 of 1 Communicating with people who have language/speech difficulties Try and ask short questions that only require short responses. Don’t raise your voice unless requested as most speech-impaired customers can hear and understand. If you don’t understand‚ ask the person to repeat what
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