All about Service-Level Agreement (SLA) Management
What: A SLA defines the level of service you anticipate from a vendor, exposing the metrics by which service is measured. As well as fixes or corrections should agree-on service levels not be achieved. Why: It pulls out gathered information on all of the contracted services and their agreed-upon expected reliability into a single document. They clearly state metrics, responsibilities, and expectations so that neither party can claim ignorance in the event of issues with the service. It ensures both sides have the same understanding of requirements. How: 1. Maintain documents on Regular bases · Customers want to understand frequent changes into the project, and for that, an SLA document should be reviewed and updated regularly to ensure customer’s expectations. 2. SLA should be top of everything · As mentioned in the above lines SLA plays a very important key factor in any project, it should be done regularly. · We do perform QA