If you are in some sort of IT and/or customer service related job function, I'm pretty sure that you are familiar with the term "SLA", or Service Level Agreements.
It basically means that one party (supplier/vendor) will guarantee certain response time to the other party (customer) when a support call is logged. There are some vendors who are stupid enough to guarantee a resolution time, even though general IT people would rather want to have an SLA based on resolution time, not response time.
Anyway, within my group, people like to use the term "SLA" to the business, but my new boss hates this word. I come from a technical support background, so SLA does not sound too negative.However, I agree with my boss that this term makes the IT team feel like a 3rd party consultants/vendors.
What really sucks is that there is no word to replace SLA..... and I just called it "IS Support Terms". if anyone knows a better term, please let me know?
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