{"id":45316,"date":"2021-05-16T12:00:47","date_gmt":"2021-05-16T19:00:47","guid":{"rendered":"https:\/\/www.clearvoice.com\/resources\/what-is-a-service-level-agreement-sla\/"},"modified":"2024-02-15T22:03:52","modified_gmt":"2024-02-16T05:03:52","slug":"what-is-a-service-level-agreement-sla","status":"publish","type":"post","link":"https:\/\/www.clearvoice.com\/resources\/what-is-a-service-level-agreement-sla\/","title":{"rendered":"What Is a Service Level Agreement (SLA)?"},"content":{"rendered":"<blockquote><p><strong>A service level agreement (SLA) is an arrangement between two parties that details the services and deliverables (or fees) each party agree to provide one another. Typically, you\u2019ll find SLAs in business-to-consumer settings, but they\u2019re also a valuable tactic for synchronizing sales and marketing teams.<\/strong><\/p><\/blockquote>\n<p>Businesses thrive when sales and marketing teams work together, but often these two groups work in silos with little understanding of each other.<\/p>\n<p><a href=\"https:\/\/www.clearvoice.com\/resources\/breaking-content-silos\/\">Misalignment between sales and marketing teams<\/a> is more common than you think, and the damages speak for themselves:<\/p>\n<ul>\n<li>Rising tensions.<\/li>\n<li>Inefficient <a href=\"https:\/\/www.clearvoice.com\/resources\/what-is-a-marketing-funnel\/\">marketing-sales funnels<\/a>.<\/li>\n<li>Time and money wasted on the wrong leads.<\/li>\n<\/ul>\n<p>So, how do you get your sales and marketing teams in alignment? Draft a service level agreement or SLA.<\/p>\n<p>SLAs outline responsibilities, goals, and deliverables for both teams. In turn, sales and marketing better understand how their roles are interconnected.<\/p>\n<h2>How SLAs optimize lead handoff<\/h2>\n<p>The biggest reason marketing and sales managers draft SLAs is because of inefficiencies (and frustrations) with the lead handoff.<\/p>\n<p><a href=\"https:\/\/www.clearvoice.com\/resources\/what-is-a-marketing-qualified-lead\/\">Marketing qualified leads<\/a>\u00a0(MQLs) become\u00a0<a href=\"https:\/\/www.clearvoice.com\/resources\/what-is-a-sales-accepted-lead\/\">sales accepted leads<\/a>\u00a0(SALs) during this handoff, and they eventually transition into\u00a0opportunities\u00a0and\u00a0paying\u00a0customers\u2014assuming the sales department converts on the deal.<\/p>\n<p>To put it bluntly:<\/p>\n<p>The lead handoff is important.<\/p>\n<p>Yet, handoffs often fail if marketing and sales teams both\u00a0do their own thing\u00a0and use different definitions and indicators for MQLs and SALs.<\/p>\n<p>When sales and marketing teams don\u2019t understand the difference between MQLs and SALs, the entire foundation of the handoff process crumbles.<\/p>\n<p>Marketing ends up pushing through\u00a0bad leads,\u00a0and sales teams mishandle\u00a0good leads.\u00a0As a result, sales blames marketing for always sending bad leads, and marketing blames sales for not converting on good leads.<\/p>\n<p>Here\u2019s where SLAs come in handy:<\/p>\n<p>SLAs solve handoff issues by clearly defining marketing qualified leads and sales accepted leads. What\u2019s more, SLAs also outlines broad goals, performance expectations, and procedures for the marketing-sales funnel.<\/p>\n<p>In doing so, SLAs establish team-to-team accountability, create a unified workflow, and inspire a common goal.<\/p>\n<h2>How to draft a service level agreement<\/h2>\n<ul>\n<li>Set clear outcomes\/goals<\/li>\n<li>Define terms and indicators for MQL and SAL<\/li>\n<li>Establish processes for handling (and handing off) leads<\/li>\n<li>Establish benchmarks, metrics, and\u00a0<a href=\"https:\/\/www.clearvoice.com\/resources\/what-are-marketing-kpis\/\">KPIs for measuring success<\/a><\/li>\n<li>Audit your SLA regularly<\/li>\n<\/ul>\n<p>Need sales and marketing content for your business? Talk to a <a href=\"https:\/\/www.clearvoice.com\/solutions\/managed-content-creation\/\">content specialist<\/a> at ClearVoice today to get started.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>What is a service level agreement, and why is it essential for sales and marketing teams to have one? Get a quick rundown of this essential document.<\/p>\n","protected":false},"author":176,"featured_media":47626,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[177],"tags":[140,141,142,139],"ppma_author":[292],"class_list":["post-45316","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-b2b-content","tag-b2c-content","tag-blogging","tag-content-creation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.7 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Service Level Agreement: Why Sales &amp; Marketing Teams Need One<\/title>\n<meta name=\"description\" content=\"What is a service level agreement, and why is it essential for sales and marketing teams to have one? 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