"SLA Contract Management" refers to the management of Service Level Agreements (SLAs) agreed between a service provider and a customer. SLAs define the agreed performance standards that the service provider must meet and specify how performance is measured and monitored.
Typical functions of software in the area of SLA Contract Management could include:
Contract Management: The software allows for the capture and management of SLA contracts, including storing contract details such as performance objectives, measurement methods, and billing modalities.
Performance Monitoring: It provides features for monitoring performance according to the SLA requirements, including real-time monitoring, reporting, and alerting for breaches of agreed standards.
Measurement and Analysis: The software supports the measurement and analysis of key performance indicators (KPIs) according to the SLAs, including trend analysis, benchmarking, and identification of improvement opportunities.
Escalation Management: It enables the management of escalations in case of non-compliance with SLA commitments, including automated escalation processes and notifications to relevant parties.
Reporting and Dashboards: The software offers features for creating reports and dashboards to visualize and communicate performance according to the SLAs, for both internal and external stakeholders.
Contract Review and Update: It supports regular review and updating of SLA contracts to ensure they align with current requirements and expectations.