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05 Jul 2012 06:47 GMT • 0 responses
I am in the process of drafting an SLA for an advice service helpline to support householders interested in purchasing a plan to install energy efficiency measures within their home. Last year there were challenges in managing the contractors’ performance who were delivering the advice service. I have been exploring the idea of including Service Credits within the SLA but have little to no experience applying these.
Can anyone offer advice on the inclusion of service credits or other performance management clauses/techniques within service contracts?
Any help appreciated.