“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 [...]
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 [...]
A new study by Oblicore found 59 percent of its respondents do not monitor their SLAs well. Yet 64 percent have added financial penalties if their suppliers do not perform.
Fifty percent of IT outsourcing contracts for small and medium businesses don’t have service level agreements. Here’s why all buyers need them and… which ones to have …to increase your chances of outsourcing success.
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