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Pau Lo

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SLa's and monitoring

From a contract monitoring perspective, if you are monitoring the performance of a 3rd party (by performance compliance to the contract) - should they be able to provide evidence that they are aligning with SLA's, i.e.

If you have performance and availability requirements for an application they host - should they be able to provide evidence that the performance and availability of the application is meeting your SLA requirements?

issue resolution/ response - should they again be able to verify that all incidents/requests are being dealt with in line with SLA targets etc.
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