Service-level agreements (SLAs) are an important component of business consulting. They are often used by a company to communicate with 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 protect the end-user and the service provider, by establishing standards and targets. They also establish consequences for not meeting these expectations. SLAs also allow businesses to create key performance metrics that can be used to identify areas that do not meet their strategic goals.

The SLA is a document that defines all the services that will be included in a given contract. It should also include information on turnaround times and exclusions. The contract should also include a list of metrics to be used in measuring the service provider’s performance.

Metrics should only reflect factors under the control of a service provider and be easily collected. They should also have a reasonable starting point so that they may be refined over the course of time.

KPIs, or key performance indicators, are metrics that measure the success of a business in terms its primary http://royston-consulting.com/using-data-room-software-to-synergize-your-business/ goals. It can help the business determine whether it is veering off course, which is a problem that is common with small businesses.