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Service accountability
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| | S | Service accountability
The extent to which the client will hold a service provider responsible for meeting designated service levels. Experts recommend specifying 100% service accountability in contracts, though this can have multiple tiers. For example, a client may specify that a service provider process 90% of all requests within three days. What needs to be added is an additional specification that addresses the remaining 10% -- for example, that those be processed within five days.
Courtesy of: Sourcingmag.com
Added: Dec. 14, 2005
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