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 outlines what each party will need to achieve its goals, and provides a way for both parties to report on these goals and any issues that may 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 the creation key performance indicators which can help a company identify areas of its business that are not on course to meet their strategic objectives.
The SLA should include all services included in the contract, including details on turnaround time and any exclusions. The contract must also specify the metrics that will measure the performance of the service provider.
Metrics that are easy to collect should be chosen to reflect factors that are under the reasonable control of the service provider. They should also be set to a reasonable baseline, so that they can be refined over 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 https://royston-consulting.com/monday-com-for-project-management-short-review/ to small businesses.