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Standardized delivery timelines stipulated in an SLA can create unrealistic expectations. Also, the relationship can become transactional in nature, with a risk of damaging the relationship if there are penalties for missed metrics.
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This two-part article examines the pros and cons of a service level agreement (SLA) with an upfitter. Part 1 examines the advantages of an SLA and how to correctly structure its metrics. Part 2 will examine 10 potential disadvantages.
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