I need to make a presentation which explains the SLAs Global support has in relation to its customers. A presentation which explains the four main priorities which are:
Every priority has an SLA, which is measured in time and some type of commitment. For example:
Every priority has a reason to be and the expected time. The time we promise customers they will be answered when they contact Global Support and after that first contact, when we follow up.
Urgent: Response time 1 hour, follow up 1 day.
The user is experiencing malfunctions of the primary function(s) of the product which has a severe business impact.
High: Response time 2 hours, follow up 2 days
The user is experiencing malfunctions of the primary function(s) of the product.
Normal: Response time 3 hours, follow up 3 days
Does not prevent the user from using the primary functions of the product.
Low: Response time 4 hours, follow up 4 days.
Normally a question or enhancement request.
The person who will make this presentation has to have Customer Support experience, Business experience, Marketing experience, Graphic Design experience in order to deliver a presentation which can be used.
The presentation should include standard reasoning over what it means to provide best class Customer support and what are the problems that can happen when customers lose their belief in the organization.
How not being able to respond in the agreed SLAs can bring the company to its feet.
These SLAs are the minimum Global Support can offer.
The product in this exercise is Headsets for call center and offices. There has to be an understanding what it means for a call center not being able to use their devices while Global Support work in one of their issues.
The person working on this has to know about KPIs and how to integrate that terminology in the presentation.