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November 10, 2022
“Our providers say they’re meeting our contracted service level agreement (SLA), but our customers say the performance isn’t there. Something doesn’t add up.” With that comment, Mark Cheyney, IAG Loyalty’s IFEC Strategy, Performance and Operations Manager, touched off an interesting debate among service providers at the APEX EXPO 2022 in Long Beach, California. What are the SLAs measuring, and can they be used to hold suppliers accountable? Or should they be dispensed with completely?
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