Date Added: Dec 2008
Your Service Level Agreement (SLA) should include metrics that you know can be quantified and calculated easily. Communicating with your vendor through regularly scheduled reports and meetings will keep everyone in the loop and can help to head off potential problems. Again, every service, like every vendor, will have their own nuances, best practices and procedures. Knowing what you need and maintaining a firm position will get you a Service Level Agreement focused on your best interests.