SLA for Service Health

SLA FOR SERVICE HEALTH

SLAs across voice and contact centre platforms are tracked in retrospective monthly reports. Breaches are discovered after the fact, when the penalty is already owed and the customer already angry.

Actors

  • Service Delivery Manager
  • Voice Platform Owner
  • Account Director

Systems / Vendors

  • ServiceNow
  • Genesys
  • Cisco Unified CM

Business Question

"I find out about SLA breaches in the monthly report — by then it's a credit note, not a save."

What SPoG Does

  • Monitors every SLA across voice and contact centre platforms end to end, in real time.
  • Raises proactive alerts as commitments trend toward breach, while there is still time to act.
  • Produces customer-ready SLA evidence automatically, ending the month-end scramble.

Outcome Metrics

−70%

SLA breaches

100%

Real-time SLA visibility

2–4 wks

To first live SLA board

Contact us to learn more →