Service Level Agreements, or SLAs, are contracts entered into by a company with another for outsourced services. The service provider, usually IT-services firms, are usually tasked with preparing and finalizing the SLA. However, this leads to problems when the company procuring services is not literate with regard to the service being offered. So what are good ways to deal with SLAs such that both parties’ expectations are well met?
For one, an SLA must be adequately reviewed for accuracy and precision in wording, by both parties. The wording should be adequately expounded such that it is understood in layman’s terms. Hence, even if the procuring firm doesn’t understand technology as much as the IT firm, it can understand what the agreed service levels should entail.
IT and business are closely integrated, especially in this era of e-commerce and mobility. Hence, companies cannot simply overlook the fact that they are likely to deal with SLAs sooner or later, or set up their own IT departments or teams. If the former is the only option, then it pays to be vigilant in setting up agreements for services.