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"Service Level Agreements" Posts

Measuring Service Provider Success: It Isn’t All About SLA’s

Have you ever been in a meeting where a service provider proudly stated that all SLA’s were met — but the customer wasn’t satisfied? Time to shift focus.

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Time for MSPs to Abandon Service Level Agreements?

Instead of focusing on service level agreements (SLAs), managed services providers (MSPs) must shift their focus to customer alignment. Here’s how.