What are the best practices for managing service level agreements (SLAs)? How do you keep your vendor honest? How do you monitor them? This article from TechTarget shares an interesting perspective:
A provider’s service level agreement (SLA) defines the services being provided, including costs, access to support and other binding terms. But businesses must study the SLA carefully and clearly understand its terms before entering a long-term commitment with a partner that will ultimately have a profound impact on the success of that business. Pete Sclafani, chief information officer with 6connect, offered answers on some of the most pressing SLA questions facing prospective outsourcing clients.
You can read it here:
Three questions on navigating an outsourcing SLA