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See Latest ArticlesSLAs Add Accountability
Health Management Technology, 07/01/09
Denny J - Broadly defined, an SLA is a contract — either incorporated with the sales agreement or stand-alone — that specifies vendor obligations, usually in quantifiable terms. These can address a broad range of issues, with various levels of accountability, including technical performance, customer-service responsiveness, impact on customer operations, customer business outcomes, or other mutually agreed-upon benchmarks and results.
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