#sla benefits: why do you need SLA and what does it cover
▻https://hackernoon.com/sla-benefits-why-do-you-need-sla-and-what-does-it-cover-c02301afc34e?sou
SLA or a Service Level Agreement is a document highlighting the measurable metrics and results the customer expects to receive and the contractor is bound to provide. We list the SLA benefits below.While SLAs were around for quite some time, they became really popular about a decade ago, when the outsourcing culture began dominating the IT industry. It was only natural that when the customers delegated certain tasks to an outsourcing IT service provider they wanted to retain full control over the service quality and appropriate resource spending.Thus said, they needed certain metrics and indicators (like the app server/ web service uptime, support ticket response time, issue resolution time, etc.) to show the service was delivered with an appropriate level of efficiency. All of this is (...)
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