Service providers also prefer SLAs, as this greatly contributes to customer loyalty. One way for service providers like us to stand out from all other companies is excellent customer service, backed up by strong SLAs. In short, service level agreements are so important in any industry because they can tell the difference between a good and a large company. An SLA allows you to hold your service provider to account and indicate exactly what kind of service you can expect. If the agreed needs are not met, you can mitigate some of the effects by compensating your supplier for losses. This section describes what is considered normal service availability. What metrics do you expect in a periodic report? Companies that use agile development methods are able to use new techniques to estimate complexity and effort. Here are some metrics we recommend: SLAs are an integral part of an IT vendor contract…