None of the partnership risks are trivial. In addition to the diligence and care with which you select your NOC managed service provider, a well-crafted service level agreement (SLA) can go a long way to mitigate potential issues. SLAs provide the basis for mutual understanding and set the expectations right up front. They define the scope of the services that are to be provided, what the performance of the services should be, how this performance can be measured and what the response time should be when issues arise. They are there to protect you.
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