SLA exceptions process. Once SLAs are in place, some providers will work hard to create exceptions that ensure the provider never misses an SLA. Customers need robust SLA governance in order to ...

That way, you give yourself a large buffer and ensure the customer never asks about an SLA. - Sterling Lanier, TurnKey 12. Create A Process For Keeping Track Of Customer Issues, And Empower Your ...

The COVID-19 pandemic has also raised the stakes of SLA management. “SLAs reinforce those agreed levels of performance required for clients to continue to receive the services required to run ...