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The key criteria for any information to be contained within an SLA is that it must be measureable, with all language used being clear and concise in order to aid understanding. As already discussed, SLAs should not only be used as legal documents for imposing penalties, otherwise it is in conflict with the goal of improving relationships between customers and the IT Service provider. Another mistake made by organizations in implementing SLAs is they that become too long and technically focused. When this occurs there is potential for misunderstandings or for the SLA to go unread.