It is important that clients consistently monitor a service provider's performance against the service level agreement (SLA). Clients commonly run weekly status reports that monitor performance. Consistent failures from either side could incur penalties or indicate when it’s time to change service providers.
Most service providers make their data and statistics readily available to customers through a customer platform. Information can also be found about whether the client is eligible for remuneration in the event of continued failings.
If the portal used to monitor services is controlled by a third party, it’s important that they’re involved in the SLA agreement process. This ensures there’s no room for error when it comes to the service expected.