Make the SLA a Control System, Not a Wish List
Explain how to convert an SLA into an operating control system for a vendor relationship.
The reframe: An SLA should tell both teams what to do before the relationship is angry. Promise The SLA begins with a service promise that matters to the business: response time, resolution time, availability, data handoff quality, defect rate, or reporting timeliness. Avoid metrics that are easy to count but disconnected from harm. Proof Every promise needs a measurement method. Define the event, the clock start, exclusions, system of record, reporting owner, and acceptance rule. If the vendor and customer can produce different numbers, the metric will become an argument instead of a signal. Response The SLA must say what…
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