Service Level Agreements

[Patrick's Dad]

Anyone here know much about these in the IT world?
We've been prompted to tender for one by our largest client and I do'nt want to mess it up!

I know I can buy an SLA Toolkit for $199 which comes with some good reviews, but the more advice I get, the better my chances!

Thanks folks

Dave

[Patrick's Dad]

Thanks Flinch,
I'm meeting a chap tonight who's got an ITIL accreditation so I'll pick his brains

Dave