We think you are getting a raw deal on SLAs.
Service level agreements (SLAs) are often used between two separate organisations – or between two divisions within the same organisation – to mutually agree on how those two parties will work together. But large organisations often take advantage of this ‘mutual agreement’, enforcing misleading SLAs that sew distrust across the whole industry.
But SLAs are often misrepresented and poorly implemented
Many organisations de-value the importance of an SLA or ignore them completely, only to question why their supplier/customer relationships are so negative or time-consuming.
This is especially true when it comes to service agreements with large organisations dealing with complicated and essential systems like your ERP tools. We hear many complaints about Oracle and SAP’s approach to support, which is one of the reasons why we are in business!
This whitepaper aims to demystify the SLA and set out best practice for your ERP support:
- We go in-depth into Oracle and SAP Support’s SLAs and why you deserve better
- We then break down what SLAs are and the most effective ways to employ SLAs
- Finally, we explain how Support Revolution deals with SLAs and why we think our approach ensures better service
The software offerings by Oracle and SAP are very much the gold standard of the ERP world, and you could easily assume that the SLA’s of their support agreements would be of similar quality. But as we’ll reveal, this is very far from the case.