Best Practice Report

Establishing Content Factory Service-Level Agreements

January 1st, 2018

Summary

For the B2B content factory, service-level agreements (SLAs) ensure a common understanding of, and commitment to, goals. SLAs help drive clarity around content supply chain roles and responsibilities, production process requirements, quality, and measurement. By establishing and adhering to SLAs, the content factory can demonstrate its value and set the stage for extending and scaling capabilities. In this report, we highlight the prerequisites for content factory SLAs, identify typical SLAs, and define SLA best practices for each type.

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