Research & Insight

Research & Insight

how to write an SLA

Five Steps to Customizing Service Level Agreements

Outsourcing Center, Karthik Nagendra, Business Writer

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 …

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