What value is a Service Level Agreement?
Indeed, good question! Marketing gurus preach that companies such as ours should offer guarantees to their clients based on Service Level Agreements. However, having reviewed many Service Level Agreements, they are frequently so carefully worded and qualified that the headline “guaranteed response time” becomes valueless; a document that looks cast iron in an effort to win your business but in fact can let you down when you most need it. This is a tactic to which we do not subscribe nor will adopt. Here at EasylifeIT™ we do things differently.
