Tag: how to write an SLA

Ten Key Questions for Developing an Effective Service-Level Agreement

Ten Key Questions for Developing an Effective Service-Level Agreement

Service-level agreements (SLAs) have become a common part of outsourcing, cloud and other managed services agreements.  SLAs can allow customers to: •    Secure commitments to performance as measured against agreed metrics •    Create an incentive for suppliers to consistently meet those commitments, and •    Obtain options to take action to correct deficient performance However, a […]

Customizing Service Level Agreements | White Paper

Customizing Service Level Agreements | White Paper

Business models have changed. Businesses have transformed. The services that support businesses are delivering innovation. Why then have Service Level Agreements (SLAs) remained stodgy, reflecting little of the dynamism of current business norms? The reasons are not very obvious. SLAs define and bind the relationships between businesses and service providers. But their primary focus continues […]

Seven Ways to Ruin an SLA Discussion | White Paper

Seven Ways to Ruin an SLA Discussion | White Paper

“Get over it: SLAs will make or break your business (and career).” I heard that from more than one of my managers early in my career, way back when “we’ve done this for 20 years, SLAs are a piece of cake!” was a standard way of thinking. If you still feel that way, you might […]

Five Steps to Customizing Service Level Agreements | Article

Five Steps to Customizing Service Level Agreements | Article

Today’s Service Level Agreements (SLAs) are not simple documents that define the duration and the service to be delivered against a timetable with a handful of pre-determined performance parameters. Rather, they are documents that include cleverly negotiated customization, additional provisions, provider and buyer obligations, reporting methodologies, penalties and rewards. A well-crafted and customized SLA document […]

Why Selecting the Proper Outsourcing Metrics Matters: The Census, Metrics, and the Tailor | Article

Why Selecting the Proper Outsourcing Metrics Matters: The Census, Metrics, and the Tailor | Article

Performance metrics are a measure of an organization’s activities and performance. All too often, the measures that focus on day-to-day operations have no relevance to the end reality, according to Nagendra P. Bandaru. He discusses how to create the correct SLAs.