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Todo o mundo Whether you are using a service provider for your broadband, private IP network, managed firewall, help desk support or cloud computing platform, each service provided by the third party is an independent service. It means that each service would actually require its own SLA with its own terms of service plus metrics negotiated on a case by case basis.
Having meaningful service level agreements in place helps to define the services and the performance that is expected from third party service providers. In most cases, the penalties or rebates that accompany the SLA are more trouble than they are worth.
The uptime, availability and performance of the service procured is far more valuable than the rebate. Most service providers will promote the fact that they have service level agreements in place for their services however, few will have the ability to effectively measure their service levels and even less will proactively provide service level performance information on a proactive basis. A well designed, implemented and maintained service level agreement can make a profitable investment made with a third party service provider. | 