Abstract
Our contract is worked out according to the combination of products and services in 60 Service Level Agreements (SLA’s). Together with the customer, we have drawn up a quality plan per service level agreement. We have a meeting every fortnight with the employees that are involved in the realization of the SLA and quality plan. We all look at the same measuring data concerning our products and services. We know the availability, the elapsed times of changes, the response and we all aim at improving these (Boddeke, 2003).
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14. Controlling contracts using service level agreements
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(2005). Controlling contracts using service level agreements. In: Manage IT!. Springer, Dordrecht. https://doi.org/10.1007/1-4020-3710-4_14
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DOI: https://doi.org/10.1007/1-4020-3710-4_14
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