A service-level agreement (SLA) is an important part of business consulting and is often used between a company’s internal operations and its customers. It outlines how each party can achieve its goals. It also provides a reporting mechanism to track progress and resolve any issues.

SLAs provide protection for both the service user and provider by http://royston-consulting.com/5-best-dataroom-providers-for-your-business setting standards, targets, and consequences when these expectations are not met. They also allow for the creation of key performance indicators that can help a business identify areas that are not on track to meet its strategic objectives.

The SLA should define all the services that are included in a contract, with details on turnaround times and any exclusions. The contract should also include a list of metrics to be used in measuring the service provider’s performance.

Metrics selected should reflect only factors within the service provider’s reasonable control, and be easy for them to collect. They should also be set up with a reasonable base, so they can be refined as time goes on.

KPIs, or key performance indicators, are metrics that measure the success of a business in terms its primary goals. It can help a business determine if they are veering from their course, which is an issue that is common for small businesses.