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14th October
2021
written by Tellus

This means they need to see relevant research and feedback about customers. In software development, specific SLAs may apply to application outsourcing contracts in accordance with software quality standards, as well as recommendations from neutral organizations such as CISQ, which have published numerous articles on the subject (e.B. Using Software Measurement in SLAs[17]), which are publicly available. For example, the customer is responsible for providing an agent to resolve issues with the SLA-related service provider. The service provider is responsible for meeting the service level defined in the SLA. The performance of the service provider is evaluated against a number of measures. Response time and resolution time are among the most important metrics included in an SLA because they relate to how the service provider handles a service disruption. .

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