The Customer Service Level Agreement Template UK is offered in multiple formats, including PDF, Word, and Google Docs, and features customizable and printable samples.
Customer Service Level Agreement Template UK Editable – PrintableSample
Customer Service Level Agreement Template UK 1. Client Information 2. Service Provider Information 3. Agreement Details 4. Scope of Services 5. Service Levels 6. Client Responsibilities 7. Service Provider Responsibilities 8. Performance Monitoring 9. Payment Terms 10. Confidentiality and Data Protection 11. Termination Clauses 12. Amendments to the Agreement 13. Signatures and Agreement 14. Declaration and Signatures
PDF
WORD
Examples
[Name of the Client]
[Client’s ID]
[Client’s Address]
[Client’s Phone]
[Client’s Email]
[Name of the Service Provider]
[Provider’s ID]
[Provider’s Address]
[Provider’s Phone]
[Provider’s Email]
This Service Level Agreement (SLA) outlines the expectations and responsibilities regarding customer service support provided by [Name of the Service Provider] to [Name of the Client], effective from [Start Date].
The Provider will deliver the following customer service activities: [Specify activities such as response to inquiries, complaint resolution, product support, etc.].
The Provider agrees to meet the following performance objectives:
– Response Time: [Specify time, e.g., within 2 hours].
– Resolution Time: [Specify time, e.g., within 24 hours].
– Customer Satisfaction Rate: [Specify target, e.g., 90% or above].
Customer service will be available during the following hours: [Specify hours, e.g., Monday to Friday, 9 AM to 5 PM]. Any changes to this schedule will be communicated in advance.
The Provider will generate monthly performance reports detailing service metrics, including response times, resolution rates, and customer feedback. These reports will be reviewed together with the Client on a quarterly basis.
The Provider commits to ongoing training for customer service agents to ensure high-quality support aligned with industry standards and GDPR compliance.
[Signature of the Client]
[Name of the Client]
[Signature of the Service Provider]
[Name of the Service Provider]
[Name of the Client]
[Client’s ID]
[Client’s Address]
[Client’s Phone]
[Client’s Email]
[Name of the Service Provider]
[Provider’s ID]
[Provider’s Address]
[Provider’s Phone]
[Provider’s Email]
This Customer Service Level Agreement (SLA) establishes the standards and metrics for customer service support to be provided by [Name of the Service Provider] to [Name of the Client], effective from [Start Date].
The Provider will perform the following customer service functions: [Comprehensive list of services, e.g., email support, live chat assistance, phone support, etc.].
The Provider agrees to the following service level commitments:
– Average Response Time: [Specify, e.g., 1 hour].
– First Contact Resolution Rate: [Specify, e.g., 85%].
All service-related communications will occur through the following channels: [Specify channels, e.g., email, phone, ticketing system]. Any updates will be communicated promptly.
The Client is encouraged to provide feedback through regular survey forms that will be distributed following service interactions. The Provider will use this feedback to improve service quality.
Any amendments to this SLA must be made in writing and agreed upon by both parties, ensuring updated service expectations and procedures.
[Signature of the Client]
[Name of the Client]
[Signature of the Service Provider]
[Name of the Service Provider]
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