Sample SLA
Service Level Agreement (SLA) For the Provision of Technology Support Services to ABC Company.
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Service Level Management Basics: The Operational Level Agreement (OLA)
I have been in this industry for close to twenty years, and during my time as a practitioner, consultant, and trainer, I...
FAQ: What Percentage of Abandoned Calls Do You Allow Your Agents?
HDI and HDAA members are a group of community-minded problem solvers. They take their jobs of managing people, process, an...
Do You Need to Elevate Your SLAs?
Does your IT organization have documented and signed Service Level Agreements (SLAs) with key managers and stakeholders ...
Metrics and SLAs Redux
SLAs and metrics are important, but they should not be substituted for business goals. Sparked by recent discussions o...
Operational Level Agreement Sample
Sometimes referred to as a 'memorandum of understanding' (MOU) or 'gentleman's handshake', an Operat...

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