Service Level Commitments (SLC)

What is a Service Level Commitment?

A Service Level Commitment (SLC) is a pledge in which a team states what service it will provide to its customers. SLC’s are based on what a team can provide to its customers at any given time and are created on specific processes or services.

SLC vs SLA

• SLC’s are single directional commitments. The customer has limited influence on them, which is that they can discuss them or share their opinions about the SLC’s but this does not necessarily mean that the team can change their SLC’s.

• SLA’s are different to SLC’s in that they are bi-directional agreements between the company & its service providers. These items are discussed at length between the two organisations so they come to an agreement on who is going to provide what and specific details like time, amount or frequency. Unlike SLC’s the customer has direct involvement in the creation of the SLA but also has direct responsibility in the SLA.

A SLC can be determined based on availability, stability, average age of calls & customer satisfaction but all of these KPI’s are derived from existing SLA’s with service providers.

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