Improving the customer experience, one bullet point at a time

It’s always refreshing to see companies doing things that simplify a user’s need to figure out what they mean.

Red Hat just reworked their Service Level Agreement (SLA)(screenshot). They took a 9-page document and reduced it to 1 page, with 11 bullet points, averaging less than 3 words per bullet. They essentially say that if they produced it, they support it. The situations they don’t cover are spelled out in clear terms, and are relatively few.

There are no confusing legal words, fluff, or other text that would make a lawyer drool. Instead, it’s written in very clear, well spaced, clean text that makes a UI designer drool. :-)

I wish there were more companies making life easy for their clients. There’s really no good reason for them not to, in my opinion. Transparency is what makes me want to do business with a company. Cost becomes less of an issue when I can easily know what they’re willing to do to make me a happy customer.

Of course, actions speak louder than words, so the act of providing service always will do more for proving themselves than just telling me they’ll do it. But this is definitely a step in the right direction.