Every technical support organization should have service level guidelines as a basis for determining how to prioritize cases and allocate resources and for managing consistent expectations with customers. Introducing service level agreements with committed performance levels is only required when customers demand them, or it is necessary for competitive differentiation.
- Do your customers expect them?
- Do your competitors provide them?
If the response to either question is “yes” then you should be offering SLAS.
For more information see the report titled: