Service Level Agreements (SLAs) can be long, tedious, and exhaustive. They can leave a reader crossed-eyed and a writer with full-blown Carpal Tunnel Syndrome. But, they might be some of the most important documents in a post-launch plan – and it’s possible you never use them.
So What Is an SLA Anyway?
An SLA is a document in which you formally define the services to be provided by the vendor in support of a client’s project, specifically post-launch. The list of services can range from performance expectations to issue/support triage. Well-defined SLAs should leave few questions for the vendors or client when a problem arises.