A service-level contract (SLA) can be an important part of consulting for businesses. It is often used to establish a relationship between the internal operations of a company and its clients. It outlines the requirements for each party to reach their goals and provides an avenue for reporting on these goals as well as any issues that arise.
SLAs protect both the end user and the service provider by establishing standards, targets and consequences for meeting or not meeting those expectations. SLAs also allow businesses to create key performance metrics that can be used to identify areas that do not meet their strategic goals.
The SLA should include all services included in the http://royston-consulting.com/using-data-room-software-to-synergize-your-business contract, including details on turnaround time and any exclusions. The contract should also specify a list metrics that will be used by the service provider to measure their performance.
Metrics should be selected to reflect only factors that are within the service provider’s reasonable control and be easy to collect. They should also be set up with a reasonable base, so they can be refined as time goes on.
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 a business determine if they are veering from their course, which is an issue that is common for small businesses.