In any business, it is always thought that “The customer is always right.” That is, every expectation that the customer has are written in the service level agreement or SLA. The SLA in general describes the core services provided to customers and details their responsibilities in making sure that every concept is met in accordance to SLA. Customer feedback is one of the reasons why products and services are constantly innovating. Though SLA has some advantages and disadvantages to customers, it still all boils down to what has been agreed upon before the signing of the contract.
All the services that the customer needs are included in the SLA. This means that the customer knows what to expect in terms of quality of service and warrants the customer a credit or refund if, in case certain parameters promised,were not met. SLAs also separate the roles of the provider and customer, with such understanding that the customer knows who to call to for support if in case he/she needs help. Say for example, a DSL provider that uses the phone line to connect to the internet may not be the one responsible if the phone line is not working. Hence, the customer needs to call the phone provider instead to fix the phone line.
The disadvantage comes in when the business was put in jeopardy due to a lack of services or support from the provider. An example would be when the customer is talking to his/her clients online until all of a sudden he/she was disconnected due to system issues encountered by the provider. Though credit or refund may be issued, the customer’s integrity is also at stake as maintaining the loyalty of clients is more important.