Contract Management and Service Level Management

Make clear agreements about your services

Thanks to Contract Management and Service Level Management (SLM), you always have an overview of current contracts with your customers and suppliers. You’ll have all contract information at hand, avoid unwanted contract extensions, and keep track of your service levels. It’s easy to stay in control of deadlines, maintenance costs and compliance.

TOPdesk's Contract Management and SLM

More transparency with Service Level Agreements

Service Level Agreements (SLA) define the level of service your customers can expect from you, helping you remain transparent about the services you provide. For instance: when you register a call in TOPdesk, agreements about call durations are automatically displayed, and KPIs help you to monitor your department’s current progress. Thanks to SLAs, your services become more clear, controllable and manageable.

Your products and services displayed

The first step in your SLA journey is compiling a service catalogue that lets you showcase all the services your department offers. The Self-Service Portal is the perfect spot to share your service catalogue. You can set up different service levels for each type of customer – and service windows let you determine at which times your services are available.

Safeguard the quality of your services

Thanks to predefined service levels and priorities, TOPdesk automatically calculates whether your service department’s durations meet the agreements made with internal parties. TOPdesk monitors your progress closely, making sure the quality of your service delivery is always up to scratch.

Support for your purchasing process

We’ll support your procurement process in TOPdesk’s Contract Management and Service Level Management module. You can register provisional contracts and easily assess their impact on your organization, helping you to choose the contract that’s right for you. The supplier assessment also gives you important information about your supplier, making sure you’re warned when contracts are due to expire and preventing the unnecessary extension of unwanted contracts.

Did you know that you can keep track of contracts, so you can prevent any unwanted extensions on time? This saves our customers a lot of money in the first year alone.