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Service level agreements (SLAs)
February 21, 2023
Q. We are a service business with our AP department residing in a shared services setting. We have an internal Service Level Agreement (SLA) in place for our team on how we are to work with and provide service to our vendors. My biggest challenge is SLA monitoring. I would like to find a way to capture information on telephone and email request types (what the calls and emails are about) and the response times for my team (the time it takes from the receipt of the call or email until the time…
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