SSON Glossary: Service-level Agreement (SLA)
A service-level agreement (SLA) is a recorded metric-driven commitment between a service provider and a customer that obligates the provider to a particular level of quality in service delivery.
The Current State of Multinationals Global Statutory Reporting Report
July 21 by Naomi Secor
This report discusses the highlights, identifies gaps or causes of inefficiency, and presents opportunities for improvement...
SLAs: Key tool for customer relationship management?
January 10 by SSO Network
Based on my experience, I believe a good service level agreement, backed up by solid performance metrics, a robust pricing mechanism and a strong customer management plan, results in a win-win partner...
