Sales SLA for Commission Support Queries
Sales SLA for Commission Support Queries
This Sales Strategy Agreement ("Agreement") is made effective as of [Date] ("Effective Date"), by and between [Your Company Name], with its principal place of business located at [Your Company Address] ("Provider"), and [Your Partner Company Name], with its principal place of business located at [Your Partner Company Address] ("Client”), collectively referred to as “Parties”.
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INTRODUCTION
The purpose of this Agreement is to ensure that the Provider's services are aligned with the Client's needs for consistent and precise commission handling, thereby fostering an environment of trust and operational excellence.
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SERVICE DESCRIPTION
The Provider pledges to deploy a dedicated suite of services to resolve commission-related inquiries from the Client's sales force. This commitment includes but is not limited to:
2.1 Detailed inquiry tracking and resolution systems.
2.2 Access to knowledgeable support personnel well-versed in commission structures and policies.
2.3 Utilization of state-of-the-art technology to manage and expedite query processes, ensuring accuracy in commission calculations and payments.
These services aim to empower the Client's sales representatives with clarity and confidence regarding their commission-related concerns, leading to heightened motivation and performance.
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SERVICE PERFORMANCE
Recognizing the importance of transparency and accountability in service delivery, the Provider sets forth the following metrics for commission support queries:
|
Metrics |
Target |
Measurement Period |
|
Response Time |
Within 24 hours |
Per Query |
|
Resolution Time |
Within 5 business days |
Per Query |
|
Query Accuracy |
95% or higher |
Quarterly |
|
Client Satisfaction Rating |
90% or higher |
Biannual Survey |
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SERVICE AVAILABILITY
The Provider guarantees an exceptional level of service availability, guaranteeing that commission support services are accessible during critical business hours and as per the agreed-upon schedule. The availability is structured as follows:
4.1 Commission support services will be accessible from Monday to Friday, 9:00 AM to 5:00 PM local time, excluding public holidays.
4.2 For urgent queries outside of standard hours, a dedicated hotline and email support channel will be operational, with a commitment to initiate a response within two (2) hours of receipt.
4.3 The Provider ensures a system uptime, allowing for the continuous and uninterrupted submission and tracking of commission queries.
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SERVICE REQUESTS
To facilitate efficient and orderly handling of support queries, the following service request protocols are established:
5.1 Service requests can be submitted through multiple channels, including a dedicated online portal, email, or direct phone line.
5.2 Each query will be assigned with a unique tracking number for an ease of follow-up and transparency in resolution status.
5.3 Queries will be categorized and prioritized based on their nature and urgency, with critical queries related to upcoming payment deadlines being addressed as a priority.
5.4 A clear escalation path is defined, ensuring that queries requiring higher-level intervention are promptly redirected to the appropriate team or management level.
5.5 Post-resolution, the Client will be invited to provide feedback via a simple survey to continuously monitor and enhance service quality.
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RESPONSIBILITIES
The responsibilities of both the Provider and the Client are crucial in facilitating efficient commission support services. The responsibilities are outlined as follows:
6.1 Provider’s Responsibilities:
6.1.1 To systematically manage and address all commission inquiries within the established response timeframes.
6.1.2 To provide training to the Provider’s personnel to assure a deep understanding of the Client’s commission structures and common inquiry scenarios.
6.1.3 To deliver detailed monthly reports on commission query handling, including types of inquiries, resolution statistics, and areas for service improvement.
6.1.4 To regularly update and maintain the technological tools used for commission support to minimize downtime and service interruptions.
6.2 Client’s Responsibilities:
6.2.1 To provide all necessary and accurate sales data required for commission calculations.
6.2.2 To promptly notify the Provider of any changes to commission structures, policies, or personnel that may affect the service.
6.2.3 To actively engage in providing feedback on service delivery to aid in the continuous improvement of the support services.
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ESCALATION PROCEDURES
An effective escalation procedure is vital for handling complex or unresolved commission inquiries. The following procedures will be implemented:
7.1 Initial Escalation: If a query remains unresolved within the specified resolution time, or if the Client is dissatisfied with the resolution, the matter will be escalated to a senior support specialist within the Provider’s team.
7.2 Secondary Escalation: Should the senior support specialist be unable to resolve the issue satisfactorily, it will be further escalated to the Provider’s Commission Support Manager.
7.3 Tertiary Escalation: If the Commission Support Manager cannot resolve the issue, it will be escalated to the Provider’s Director of Client Services.
7.4 Client Escalation: Throughout this process, the Client retains the right to escalate the issue directly to their account manager or, if necessary, to a designated executive within the Provider’s organization.
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REVIEW AND AMENDMENT
8.1 This Agreement is subject to an annual review to ensure that the stipulations continue to align with the evolving needs of both parties and to incorporate any necessary adjustments reflecting changes in service requirements or market conditions.
8.2 Amendments to this Agreement can be initiated by either party as new circumstances or insights dictate the need for adjustment. All proposed amendments are to be presented in writing and thoroughly discussed by both Parties. Any and all modifications must be mutually agreed upon and will not take effect until documented in an amendment to this Agreement, signed by both Parties.
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SIGNATURES
By the signatures below, the undersigned representatives of the Parties have formally acknowledged and agreed to the terms of service, performance expectations, and responsibilities as set forth in this Agreement.
Provider:
(signature)
[Representative Name]
Representative
[Date]
Client:
(signature)
[Representative Name]
Representative
[Date]
