A typical mistake is to sanction the service provider for delays caused by the customer`s lack of performance. How would you optimize your performance? Does this optimization support the initially desired results? Most service providers provide statistics, often via an online portal. Customers can verify that SLAs are being met and that they are entitled to service credits or other penalties in accordance with the SLA. Typically, these processes and methods are left to the outsourcing company to ensure that such processes and methods can support the SLA agreement. However, it is recommended that the client and the outsourcing company collaborate during the negotiation of the SLA in order to eliminate misunderstandings about the process and method of support, as well as the management and reporting methods. Ideally, SLAs should be tailored to the technology or business goals of the engagement. Misthewriting can have a negative impact on agreement pricing, service quality, and customer experience. However, for critical services, customers should invest in third-party tools to automatically collect SLA performance data that provides an objective measure of performance. Most service providers have standard SLAs – sometimes several that reflect different levels of service at different prices – which can be a good starting point for negotiations.
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