How To Develop A Service Level Agreement

  • Post Author:
  • Post Category:Uncategorized

But when was the last time you thought about what an SLA really is? Or what it can be — an effective and effective management tool. That was a while ago. Make sure the metrics reflect factors that are under the control of the service provider. To motivate good behavior, SLA metrics must reflect factors that lie in the control of the extern externator. A typical mistake is to sanction the service provider for delays caused by the customer`s lack of performance. For example, when the customer provides application code change specifications several weeks late, it is unfair and demotivating to keep the service provider on a predetermined delivery date. Automated systems are the best, as expensive manual recording of metrics is unlikely to be reliable.