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Managing SLAs
Managing Service Level Agreements (SLAs) is another project management task.
Service Level Agreements (SLAs) are much more common today than they used to be and are often used to define service levels for:
- support servicess
- consulting services
- development services
Ideally, your vendor/partner should provide regular reporting on their SLA performance as this data should be communicated by the PM to the project steering team on a regular basis.
ERP project PMs need to monitor and manage SLAs just like any other project entity. In order to do this they need:
- a central repository for all SLA documents
- a clear extrapolation from these documents of the key SLA criteria (e.g. a support response time with 2 hours)
- a way to log SLA breaches as they occur
- a policy for managing SLA breaches
If the above is not in place then the SLA is not worth the paper it is written on since no-one will take it seriously.