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Only you know who your true customer is (and that subject is itself enough material for another entire article! Time is critical not only to allow for the gathering of your data but to be able to review the metrics with your team, determine where the holes are and creating incentives or penalties you may want to impose.
The truth is that the sales cycles are long but the negotiations cycles are often too short.
The primary goal of creating SLAs should be to create metrics that mean something to your organization.
What you want are metrics that will improve the service and provide impact not only to the bottom line but to the end user or customer.
Most people who draft SLAs are not the individuals who will most likely be living with the monitoring and enforcement of the services.
An SLA should work as a living document, allowing the parties who inherit the deal to work together for the benefit of both companies.
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