Application Maintenance Outsourcing SLAs: Defining Win-Win


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Many organizations rely on application maintenance outsourcing (AMO) to maintain and enhance existing applications. Effective AMO initiatives use service level agreements (SLAs) to ensure that both the customer and the provider have clear expectations about the services that are required. This research note includes information about the following:

  • The key components of a typical AMO SLA.
  • What to measure in AMO SLAs.
  • How much to measure in AMO SLAs.

Create an AMO relationship that is beneficial to all parties involved by establishing solid SLAs.

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