What is SLA?
When working with a vendor, it's important to establish a Service Level Agreement (SLA) that clearly outlines the expected level of service. This agreement should include specific metrics for measuring performance, as well as potential remedies or penalties if the vendor fails to meet the agreed-upon service levels.
Service Level Agreement
Implementation Project Manager (Denver, CO). 2004-2009
Managed and Implemented SLA (Service Level Agreement) for the five-year, managed services, outsourcing agreement. As a vendor we provided full IT, Production support, mission critical systems management, SOX compliance, and cyber protection. Though there was an SLA agreement our vendor-customer relationship were more of a trusted advisor and a partnership. We never failed a metric of service and we managed to exceed customer expectations.
Use Case
