Vladimir wrote: <Wondering if any one has a sample of a SLA that deals
with RM.>

Hi Vladimir, SLAs are generally developed in conjunction with an
initiative or task.  For example, if you were going to hire an outside
scan house to convert paper to images, you would have a SLA that sets
forth the minimum acceptable throughput.  The scan house would agree to
a certain level of quantity and/or quality - that would be the "service
level agreement".

You can also have internal SLAs for service departments (like the
Records department).  Typically I call these "turnaround guarantees"
because I find that most people in the organization understand those
terms more readily.

Can you be more specific?  Are you looking to develop a SLA to help
manage a vendor/consultant?

Julie 

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