In Part 2 of this article, we discussed the benefits of performance-based contracts for users, service providers, and a sample formula to make this happen practically. In Part 3, we will now see what prevents the O&M industry from achieving SLA based contracts. O&M services are provided by service providers and OEMs. OEMs also, in turn, engage the services of service providers who have spent considerable time and derived satisfaction and pride from resolving issues and complaints of end users. Every now and then these service providers start their own business.
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