Search results

This is the interesting thing with SLA's - you can offer several flavours: Base/Bronze Silver Gold Platinum The Base offer could be a "by next business day response" - all care but no responsiblity - but of course dirt cheap On the other end of the scale, the Platinum package for...

I think an SLA (Service Level Agreement) with financial penalties on SLA breaches would be good. For example, a response time SLA - emails to be responded with X hours, Phone to be picked up within Y minutes, responded within Z hours. Breaches will incur reduction of PM fees for that month...