This is the blog of Ronald Bartels that wanders on and off the subject of problem management (that is how it started), but it is best described by Ray who says this is Daddy's thoughts! Like the best music is from the Eighties and a wee dram helps in solving most inconveniences.
Building Service Level Agreement Contracts A Best Practices Approach
This paper presents a brief overview of what goes into a Service Level
Agreement (SLA) contract. It also
presents an example of one.