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CRM RFP Service Level Agreement (SLA)

CRM SERVICE LEVEL AGREEMENT (SLA)
Customer Relationship Management (CRM) Service Provider must submit a Service Level Agreement as part of the CRM RFP response.

Advice:

Some CRM software vendors provide SLAs as routine, while others may only provide upon request. For example, Salesforce.com will readily provide an SLA for large client sales opportunities, however, will not as readily provide CRM SLAs to small or midmarket sale opportunities unless requested.

CRM SLA MEASUREMENT AND REPORTING
CRM Service Provider shall measure and report on performance of the software against the CRM Service Levels on a calendar-month basis. For any data center downtime, outages, or interruptions whatsoever, CRM Service Provider shall report a description of the outage, including the root cause of the outage and the abatement plan to prevent such outage in the future; and software bugs, or failures and Service Provider's action and response time to repair such outage, bug or failure.

Advice:

Providing support and transparency for CRM SLA achievement or interruption is more difficult than we would like. As a response to their well publicized and frequent downtime interruptions, salesforce.com has created http://trust.salesforce.com. While we like the visibility concept very much, we find their willingness to only display the last ~30 days of data evasive. As another example, Aplicor provides SLA and uptime visibility with the 'Performance Visibility' web page at http://www.aplicor.com/sla.htm. We find their willingness to include multiple years of data and several performance measurement benchmarks very useful. We have yet to see NetSuite, Oracle on Demand or SAP to provide comparable SLA performance visibility at this time.

CRM FAILURE TO PERFORM
If CRM Service Provider fails to meet any Service Level, Service Provider shall promptly, at no additional charge, use all reasonable efforts to minimize the impact of and correct the problem, and begin meeting the Service Level as soon as practicable and provide financial credits (representing a pro rata potion of the calendar hosting and maintenance fee) to be applied against future monthly hosting and maintenance fees as provided below:

  UPTIME   CONTRACTUAL CREDIT
  99.00%   3%
  98.00%   5%
  97.00%   8%
  96.00% and below   10%