Leveraging Service Level Agreements for Success

Published On:
January 06, 2020
Authored By:
APQC
Member Only Content:
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Service level agreements (SLA) play a critical role in governing the relationship between the customer and supplier of a service and can be leveraged any time that quantifiable, performance-based services are being provided. Any flaws in an SLA can have a significant impact down the line: An SLA full of hazy, misaligned metrics or vague descriptions of services could give either party the ability to plead ignorance about the terms or engage in creative interpretations about what the agreement entails.

This article provides an overview of the most common uses for SLAs, their key components, and a list of best practices to ensure that service providers and clients both get what they expect from an SLA.