Business Consulting and SLA


A service-level arrangement (SLA), an important part in business consulting, is often used as a link between a company’s operations and customers. It defines what each party needs to reach its goals and provides a mechanism for reporting on those goals and any issues that arise.

SLAs protect both the end user and the service provider by establishing standards, targets and consequences for meeting or not meeting those expectations. They also allow for key performance indicators to be created that can help an organization identify areas where it is not on track with its strategic objectives.

The SLA should define all the services that are included in a contract, with details on turnaround times and any exclusions. The contract should also include a list of metrics to be used in measuring the service provider’s performance.

Metrics should be selected to reflect only factors that are within the service provider’s reasonable control and be easy to http://royston-consulting.com/generated-post-4 collect. They should also have a reasonable starting point so that they may be refined over the course of time.

A key performance indicator, or KPI, is a metric that measures how well a business is performing in terms of its primary goals. It can help the company determine if it is going off course, a problem common to small businesses.


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