Insights / Article
Supplier management · 4 min read
Why most SLAs fall short, and how to build ones that work
Moving beyond nominal 99.9% uptime targets towards scorecards that genuinely protect business performance.
Many service level agreements focus on measures that are easy to report, such as overall availability. These are useful, but they do not always show how the service feels to the people who depend on it.
What better scorecards do
Better scorecards connect service levels to the outcomes the business cares about, make clear what happens when the same problem keeps recurring and give both sides a regular, honest view of how things are going.
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