Wikipedia says an SLA is a formally negotiated agreement between two parties. It is a contract that exists between customers and their service provider, client or between service providers. It records the common understanding about services, priorities, responsibilities, guarantee, and such — collectively, the level of service. For example, it may specify the levels of availability, serviceability, performance, operation, or other attributes of the service.
SLAs were first introduced in the 1980s in the telecommunications industry, but are now wide spread throughout business. But in our experience, traditional SLA formats are not relevant in advertising and marketing, where the level of service delivery is directly influenced and impacted by the behaviour and actions of the buyer.
In these circumstances, we recommend an engagement agreement, defining requirements of both parties.
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