SLA & Service Review Survey
Beyond the green dashboard: SLA reality felt, breach handling, and metric relevance.
4 questions · 1 page · about 2 minutes to answer · fully editable after you start
SLA dashboards glow green while clients feel amber; the gap is what this review measures. It collects the client-side reality: whether the measured metrics match what matters to their operation, breach communication and remedies experienced, and the metrics they wish the SLA tracked instead.
The wish-it-measured answers modernise contracts at renewal: SLAs age out of relevance faster than they breach.
Template preview
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Page 1
The service against the SLA
This survey asks how the service has measured up against what we agreed. Your answers help us review the service levels and improve them. It takes about 2 minutes.
Q1.How has the service measured up on each of these?*
| Poor | OK | Good | Not applicable | |
|---|---|---|---|---|
| Dashboard metrics matching your experience | ||||
| Breach communication when they happen | ||||
| Remedies/credits handled fairly | ||||
| Trend transparency between reviews |
Q2.The current SLA metrics measure what matters to you?*
- Yes
- Partly
- They measure the measurable, not the important
Q3.What SHOULD the SLA measure that it does not?*
Q4.Overall confidence in the service against its commitments?
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