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To start off, what is Service Level Agreement (SLA)? SLA is an agreement between an internal or externalserviceprovider. There are three different categories of service level agreements: Service-based: The terms of service customers can expect are similar for all customers on a service-based service level agreement.
In 2016, the leading driver for using outsourcingservices , according to business executives, was to cut costs. In 2019 , a joint report from Harvey Nash and KPMG found that the main reason technology leaders outsource is to ‘access skills not available in-house.’. The CX Factor. The Growing Skills Gap.
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