Fleet decision-makers should insist upon service level agreements (SLAs) to reduce costs through efficiency increases, says Mediafleet.
The fleet graphics and branding specialist says they should accompany the standard warranty offered by suppliers to ensure customers know what level of service they will receive.
Barnaby Smith, managing director of Mediafleet, said: “Fleet and procurement managers have a responsibility to ensure that the suppliers they are partnering with deliver best possible service levels.
“By asking for (or proposing) and agreeing an SLA with their supplier, there should be no nasty surprises during the complete supply process and the in-life care of the vehicle.
“We believe that a clear understanding of the relationship obligations by all parties leads to a more secure and profitable relationship for everyone – and that can only really be achieved by the implementation of an SLA.”
Smith said an SLA should typically include:
- The scope of the agreement - which services are covered
- The goal of the agreement - a description of the benefits of the agreement
- Responsibilities of service provider and customer
- Services covered
- Timings for all service/product delivery
- Costs for service/product delivery
- Issues covered
- Issue resolution time
- Procedures for service delivery
- Dispute resolution policy.