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SAP Professional Journal – 

Get practical tips from the U.S. Department of the Interior’s (DOI) experience working collaboratively with its cloud service provider to craft workable incentive and disincentive structures for service-level agreement (SLA) enforcement that, over the last year, has routinely caught and processed a number of SLA “misses,” resulting in nearly $200,000 in service credits. Explore the key features in DOI’s SLA framework.