A service-level agreement is a contract that defines the technical support or business parameters that an application service provider or other IT outsourcing firm will provide its clients. The agreement typically spells out measures for performance and consequences for failure. This article appeared in Computerworld in January 2001.
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Metrics/KPIs for Commercial
Ranking of contracts
Talisman Energy, Inc.
Number of contracts per Contracts Manager
Contract Management System - What Gets Entered
Commercial Process Benchmarking
ESP Global Services
Service Credits - How far back can we claim?
LCC and Capital Equipment