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RayneFlag for United States of America

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Determine servic Lvel agreement

Hello,
There is a current set of activities someone in our team does, to help certain group of customers (like doing report request, changing customer anems, attributes, etc)
I need to ask him some questions about those activities and determine [service level agreements] for those things that he does. Now can someone give me a list of 5-10 basic questions to ask him, which will help be quickly determine and create those SLAs?
Thanks
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Bembi
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Thank you Bembi, you rock :)