Service
Levels
How we help
Our Service Levels Optimization is a game-changing professional service 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.
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.
Our service transforms this paradigm by
-
Conducting a comprehensive analysis of current service metrics and their alignment with business objectives.
-
Identifying key performance indicators that genuinely matter to your operations and success.
-
Developing custom, performance-based metrics that accurately measure the SaaS solution's impact on your business.
-
Facilitating the transition from conventional SLAs to value-driven agreements
-
Identifying and recommending robust monitoring and reporting systems to track these new metrics effectively.
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.
-
Operational Inefficiencies Cost
Downtime Cost
Support Cost
Non-quality Service Credits/ Penalties
Customer Churn
License Usage
-
Service uptime
Service Performance
Incident Priorities Management
Incident First Response Time
Incident Update Frequency
Incident Resolution Time
Resolution's Efficiency
-
Recovery Point Objective
Recovery Time Objective
Disaster Recovery Plan
Data Breach Policy
Backup and Archive
Redundancy and Failove
-
Software Updates Quality
Software Releases Frequency
Change Management Communication Efficiency
Change Management Execution
Solution Roadmap's Value
-
Assess SLA gaps
Define outcome KPIs
Customize performance metrics
Enable real-time tracking
Focus on business impact
what we do
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.
-
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.
-
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.
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.
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.
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.
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
