„A well-written service level agreement should keep you from having questions or problems a few years after a contract,“ John Smith, president and CEO of Tower Travel Management, members of the Midwest Business Travel Management Association, said at a forum last month in suburban Chicago. Travel managers are increasingly relying on service level agreements (SLAs) to monitor and manage relationships with travel management companies, technology providers and other providers. Q: Our agency has been selected to make business trips for a large company in our region. The Corporate Travel Manager informed us that the company wanted a written contract with a Service Level Agreement or SLA. What is an SLA? How do we design one? What will happen if we don`t meet the required service levels? What if our failure was the result of a third party, for example.B. of our after-work emergency services? While tech SLAs can run from 20 to more than 100 pages, most travel-related SLAs are just a few pages of 7 to 10 metrics, Kelleher said. Cross-border relationships may require a language address of service levels by country. Performance metrics are usually delivered monthly or quarterly, he added. BCD Travel said about half of its customers have implemented service level agreements in the last three to five years. However, most new offerings include the requirement for an SLA, noted Jim Kelleher, vice president of business development at BCD`s Chicago office. . . .