I had a discussion about this with Prem Kumar and he made a very good point. Customers have done a great job of ignoring traditional SLAs, and the reality is that often customers simply don`t take the time to read and understand slas from any company they buy from. While I agree with Prem, I believe that an SSLA will help define the social relationships between customers and businesses. Traditional SLAs are long and intense, the purpose of an SSLA is to be a very simple and short description of what a customer can expect from a company in a particular social channel, and SSLas will actually exist where interactions take place (meaning they are clearly visible). Service level agreements aren`t new, they`ve been around for some time, and virtually every company on the planet has its own SLA. According to Wikipedia, multi-level SLAs can take different forms. This type of agreement can help a company`s customers or the company`s various internal departments. The purpose of this type of SLA is to outline what is expected of each party when there is more than one service provider and one end user. Here`s an example of a multi-step SLA in an internal situation: The first point of your SLA should be an overview of the agreement. What service did you promise the other party? Summarize the service to which it is delivered and how to measure the success of this service.

For example, a decision-making management could be a more valuable contact than an intern. If this is the case, you can perform the above analysis for each subset of leads and set separate goals for each type/level of quality. In external SLAs – between a company and its customers – the objectives set in the agreement are first and foremost those of the customer. If that`s your intention, you work with your customer to combine their needs with the capabilities of your product and develop a measurable goal that your business can achieve on a regular basis for the customer. My idea of SSLAs (Social Service Level Agreements) would take the concept of SLA and simply apply it to the social web, but hopefully in a much simpler way….

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