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Service Levels

How We Help

Our Service Levels optimization is a game-changing solution for SaaS relationships. We recognize that traditional service level agreements often fall short, relying on metrics that don't truly reflect the value and performance clients expect.

Our service transforms this paradigm by:

  1. Conducting a comprehensive analysis of current service metrics and their alignment with business objectives

  2. Identifying key performance indicators that genuinely matter to your operations and success

  3. Developing custom, performance-based metrics that accurately measure the SaaS solution's impact on your business

  4. Facilitating the transition from conventional SLAs to value-driven agreements

  5. Identifying and recommending robust monitoring and reporting systems to track these new metrics effectively.

The result is a shift from contractual obligations based on superficial metrics to performance-based agreements that ensure true value delivery. This approach:

  • Aligns SaaS performance directly with your business outcomes

  • Increases accountability and transparency in the SaaS partnership

  • Enables more effective problem-solving and continuous improvement

  • Maximizes the return on your SaaS investment.

By bridging the gap between contractual metrics and real-world performance, our Service Levels optimization empowers you to extract maximum value from your SaaS partnerships. It transforms SLAs from mere checkboxes into powerful tools for driving business success.

With our expertise, you'll move beyond the 'green metrics, red reality' syndrome to a state where your SaaS solutions truly deliver on their promises, directly contributing to your business goals and bottom line.

What We Do

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Non-Quality Cost

Non Quality Cost Assessment

  • Operational Inefficiencies Cost

  • Downtime Cost

  • Support Cost

  • Non-quality Service Credits/ Penalties

  • Customer Churn

  • License Usage

SLAs Compliance

SLAs Compliance

  • Service uptime

  • Service Performance

  • Incident Priorities Management

  • Incident First Response Time

  • Incident Update Frequency

  • Incident Resolution Time

  • Resolution's Efficiency

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Business Continuity

Business Continuity

  • Recovery Point Objective

  • Recovery Time Objective

  • Disaster Recovery Plan

  • Data Breach Policy

  • Backup and Archive

  • Redundancy and Failove

Innovation Management

Innovation Management

  • Software Updates Quality

  • Software Releases Frequency

  • Change Management Communication Efficiency

  • Change Management Execution

  • Solution Roadmap's Value

What to Expect

Unconvering Hidden Costs

The service employs systematic analysis to identify and quantify costs that are often overlooked in traditional SaaS agreements. This includes productivity losses due to system downtime, resources spent on workarounds, and the impact on customer satisfaction. By revealing these hidden costs, organizations can make more informed decisions about their SaaS investments, improve their annual budgeting, and prioritize areas for improvement.

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Vendor Accountability

Through the development of performance-based metrics and more robust Service Level Agreements (SLAs), the service enhances vendor accountability. It shifts the focus from generic uptime guarantees to metrics that directly impact business outcomes. This approach often leads to more responsive support, proactive problem-solving, and a stronger alignment between vendor performance and client business objectives.

Operational Efficiency

By optimizing service quality, the service contributes to improved operational efficiency. It helps reduce time spent on issue resolution, minimizes disruptions to business processes, and ensures that SaaS solutions perform as expected. This can lead to increased productivity, better resource allocation, and more effective use of the SaaS tools across the organization.

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End-User Satisfaction

By focusing on metrics that matter to business and day to day operations, the service often leads to improved end-user satisfaction. This can result in higher adoption rates, more effective use of SaaS tools, and ultimately, better return on investment.

Insights

 Let's Talk !

We work with minded leaders to change status quo and achieve great results.
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