Archives detail: Service Level Agreement: global standard
| Unique Product ID | Mnemonic Code | Legacy Mnemonic Code | |
|---|---|---|---|
| Code | DPBC | DPBC | DPBC |
| Unique Product ID |
DPBC Show Current Service |
|---|---|
| Request Type | Update |
| Name | Service Level Agreement: global standard |
| Web PEM | $nbsp; |
| CRM | $nbsp; |
| SOW | $nbsp; |
| Technology Tab | $nbsp; |
| Short Definition | Contractual agreement to track and deliver KPI performance aligned to CWTs Global Service Level Agreement standards. |
| Specific Client Definition | $nbsp; |
| LoB | Business Travel Commercial |
| Value Type | Traveler Experience |
| Service Category | Essential |
| Group | SLA |
| Category Type | |
| Local Service | $nbsp; |
| Owner | Kuball, Todd |
| Owner Manager | Stone, Ann Marie |
| Published On | 2023-08-15 |
| Internal Note | A service-level agreement (SLA) is a commitment between CWT and a client. Particular aspects of the service – response, quality, satisfaction & technology – are agreed and contracted between CWT and the client. Global Service Level standards contain following categories: Email Response time* Telephony Response Time* Messaging Response Time* Traveler Satisfaction Reservation Accuracy Customer Issue Handling Client Satisfaction System availability for MyCWT Messaging Response Time* Business Reviews Business Planning * For customers serviced by shared teams these KPIs are measured and reported on a team level, not on a customer level. |
| Archived On | 2025-03-13 |
| Change Comments |
------- Janiszewski, Bartosz - 13 Mar 2025 15:33 |
| Documentation | |