If you work for a company or internet service provider, then you must be familiar with the term service contract. A service contract is a contract signed by two parties, the first party is a service provider or commonly called a contractor, and the second party is a client or user.
Service contract contains an agreement between the two parties relating to the project they are working on together. The contents of the agreement include describing the responsibilities of both parties, guarantees, agreed on expectations, ease of service, performance, and operation of the service. Therefore, the agreement is an agreement that should not be underestimated. The contents of the deal that has been agreed upon by both parties must also contain the expectations of the customer that are expected to arise when they see the performance of different quality service providers and offers.
Several metrics are usually also specified in this agreement. This metrics must be applied to the success of service delivery. Among the metrics are time and availability such as available time, unique performance that can be a benchmark and comparison, response time, schedule notification if there are changes that can affect the user, response from the relief team when a problem occurs, and providing statistics on demand.
When you need to create a service contract template, you can search for many models available online. The template can be used as a reference or can be used directly with adjustments as needed.
The Important roles of Metrics
Metric has a significant influence and role as a form of guarantee to clients. The following are the essential roles metrics want to offer:
Description means providing an overview of the services that the contractor will provide. For example, if this applies to the IT industry, it means the domain name server.
Reliability means that the agreements made must indicate the possibility of outages, the time the service will run, and how often they can be expected.
When engaged in service, responsiveness is what makes customers loyal to companies or service providers. Therefore the service must be responsive after being issued. Furthermore, the provider must also be on time, especially if there is a request for a response. Also, the contractor is also responsible for writing down the date of maintenance, and notifying whether when a maintenance occurs, the entire system will be offline or only certain services are not available.
4. Problem reporting
For this one, it is necessary to describe the procedure when a problem is reported and when it appears. Like who needs to be contacted when a problem occurs, how this problem is published, and most importantly, what are the practical steps that need to be taken to solve the problem efficiently.
A service contract is an agreement where two parties describe the services expected by the client from the service provider. Service contract template can be used if you need a draft agreement as a reference or used directly if in an urgent situation.