EXPERT RESPONSE
Service-level agreements (SLAs) should include commitments for response, escalation and resolution time whenever possible, and should break down the different types of issues. Vendors often have categories predefined, such as major and minor outages. Some companies also break down internal issues to troubles (something isn't working) versus service (i.e., a new feature or capability, or a change).
When preparing a service-level agreement, include information on who to contact. Internal service-level agreements under support models should also include documentation and processes that clearly show responsibilities.
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