Re: Ever seen a service level agreement for a tech pubs

Subject: Re: Ever seen a service level agreement for a tech pubs
From: Susan Tamaoki <tamaoki_s -at- yahoo -dot- com>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Thu, 12 Feb 2009 11:01:09 -0800 (PST)

I agree that SLAs are a good thing for tech writers. We create SLAs for work that we do for other departments in our company. Ours includes a schedule, an estimate of hours, the staff assigned, project milestones, and a scope statement that lists the deliverables that we will provide, plus deliverables or services that we consider out of scope (but that we can add to the project if we modify the original SLA). We also list dependencies and have a stock statement that says if reviewers miss a deadline, then the final delivery date is extended for each day that a review is late. (We don't always enforce this statement, but it does help when clients are very late returning a review, but still expect our group to meet the original dates.)
Susan
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