Like marriages, both parties generally enter SLAs with the best of intentions. Everyone anticipates a relationship that will be mutually beneficial, successful, and last a long while. The service provider expects to make a reasonable profit while satisfying the client. The customer expects that the service provided will meet their needs at an affordable price. If the service provider is an internal department, the expectations may be described differently, but they are basically the same. This paper examines the ongoing challenge of establishing effective consequences for nonperformance in Service Level Agreements (SLAs).
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