There is a famous quote which says “What gets measured gets Managed.”
In today’s competitive world this quote holds high importance.
The biggest concern of companies considering outsourcing is their ability to effectively manage supplier performance. Service Level Agreements (or “SLAs”) are one way to help manage supplier performance.
What is an SLA?
A service-level agreement (SLA) is a contract between a service provider and it’s internal or external customers that documents what services the provider will furnish and defines the performance standards the provider is obligated to meet.
Why are SLAs needed?
A well-defined SLA records the expectations on both sides of the relationship and provides targets for accurately measuring performance against those objectives.
Service providers need SLAs to help them manage customer expectations and define the circumstances under which they are not liable for outages or performance issues. Customers can also benefit … Read More