SLAs

In all cases, a Service Level Agreement (SLA) which gives details of succinct key performance indicators is a fundamental element of the service from OCS Retail Support.

Designed to highlight all aspects of customer specific requirements, each SLA is unique to that contract ensuring each KPI is maintained to the highest standard.

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 can be used which details the level of compliance through all areas of the service provided by OCS Retail Support.

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