The right service level agreement will help providers guarantee what they can deliver, and deliver what they can guarantee. SERVICE LEVEL agreements - SLAs - have been the cornerstone of the contract between suppliers and consumers of ICT services, whether these are internally or externally sourced. Yet despite plenty of time seemingly for SLAs to mature and bed down, there are signs of discontent on both sides of the camp, with some enterprises criticising the culture of blame surrounding SLAs whereby vendors pay damages when the promised level of service is not met.
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