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 the requirements for each party to reach their goals and provides an avenue for reporting on these goals as well as any issues that arise.

SLAs protect end users and service providers by establishing targets, standards and consequences if they 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 outsourcing consulting services by board room will define all services that are covered in a particular contract, along with any exclusions and details on turnaround times. 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 reflect a reasonable baseline to allow for refinement over time.

KPIs are metrics that measure how well an organization is performing with respect to 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.