If you’re like most managed service providers, your first love is technology, not the law. As a result, you probably hope to speed through the process of writing your first service-level agreement in as little time as possible.
That could end up being a big mistake. A service-level agreement (SLA) protects you from legal action. More importantly, by ensuring that you and your clients share a common understanding up front regarding what you will and won’t be doing for them, a well-written SLA can actually prevent disputes from arising in the first place.
Five Key Principles
Throughout the process of creating your SLA, be sure to keep these five essential guidelines in mind:
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