In addition, there are three other classifications: customer-based SLAs, services and several steps. Because applications are moved from dedicated hardware to the cloud, they must reach the same level of service, or even more sophisticated than conventional installations. SLAs for cloud services focus on data center features and more recently include network features (see Carrier`s Cloud) to support end-to-end SLAs.  IT companies, particularly those dedicated to IT services management, join their internal customers in THE SLAs — users of other services within the company. An IT department creates an ALS to measure its services, justify them and possibly compare them to those of outsourcing providers. Here you define the responsibilities of the service provider and the customer. An ALS is the key to ensuring that you and your service provider are on the same site in terms of standards and services. By creating a service level contract, you and your provider can meet your expectations and make sure you are on the same page. It is important to establish clear and measurable policies, as it reduces the chances of disappointing the client and allows the client to resort to non-compliance. For the sales and marketing teams of Company X, it is not easy to hate each other with an internal ALS that provides monthly leads, from marketing to distribution. But what if they wanted to incorporate a customer loyalty strategy into this contract, making it an ALS between sales, marketing and customer service? After closing the sale for 50 customers for the month, customer service`s mission is to keep these customers happy and successful while using their product. In a multi-step ALS, Company X can lead Amy, the sales manager, to send monthly „friction reports” to Joan, the VP of Service, based on the regular dialogue the sales team has with its customers.
This helps the customer service team create a knowledge base that better prepares them for the pain points clients call. Learn more about the growing role of customer service in business growth within the HubSpot Academy. The ALS will also contain a section detailing exclusions, i.e. situations in which ALS guarantees and penalties for non-compliance do not apply. The list may contain events such as natural disasters or terrorist acts.