Retail Support

SLAs

We provide each client with a Service Level Agreement (SLA) which gives details of succinct key performance indicators and is a fundamental element of the service from OCS Retail Support.

Designed to highlight all aspects of client specific requirements, each contract has a unique SLA to ensure each KPI is achieved.

Dependant on the service being provided, an SLA may include:

  • Count accuracy at all stages of the audit
  • Duration of time on site
  • IT support
  • Reports for year on year performance
  • Service cost compared to specified budgets

To support the above elements of the SLA, a scorecard based reporting system is used to detail the level of compliance through all areas of the service provided by OCS Retail Support.

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