by Colin Hart October 21, 2016.   Service Level Agreements (SLA’s) are an important part of the vendor/client relationship. Most often they’re an agreement that outlines specific metrics that a vendor must achieve in order to be deemed to have provided acceptable service. Failing to meet the SLA can have a variety of implications – anything from a ‘red flag’ to penalties or even, if chronic and extreme, cancellation of the contract.   Recently we were negotiating SLA’s with a new client. We proposed some levels that were both attainable, so Groundswell could avoid penalties, but also high enough that […]