Application maintenance outsourcing (AMO) is one way that organizations attempt to tackle their application maintenance needs. AMO involves the maintenance and/or enhancement of custom-developed software or customized packaged applications by an external provider. Examples of maintenance include updates to meet regulatory changes, software upgrades, custom application enhancements, and break-fix troubleshooting.
What is an SLA?
Clear and unambiguous service level agreements (SLAs) can go a long way towards ensuring that the organization’s AMO program runs smoothly and efficiently. An SLA is a document that outlines the services that are expected by a customer from a provider. It includes measurements that will be used to gauge whether or not the provider is meeting the expected level of service, and sometimes includes predefined rewards and penalties that will be issued if the provider exceeds or fails to meet the expected level of service.