Customer Based Service Level Agreements

Clients should clearly define LSAs to represent the intent of the service level. When working with external clients, there are two types of service level agreements between which you can choose: a client-based SLA or a service. A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services needed and the expected level of service. The agreement varies between suppliers, services and sectors of activity. Service level agreements can contain many service performance metrics with appropriate service level objectives. A common case in IT service management is a call center or services. Among the metrics that have been agreed in common in these cases are: General Adaptation – Find a solution that allows you to configure SLAs in the same way you structured it in your agreements. . . .

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