FordDirect (http://www.forddirect.com (Links to an external site.)) sells digital products to 4000+ Ford and Lincoln dealerships to help market and sell Ford and Lincoln vehicles
A dealer wants a website to show vehicle inventory and track potential leads
FordDirect contracts with Dealer.com to provide turn key websites to various dealers
https://www.dealer.com/products/websites/ (Links to an external site.)
FordDirect expects Dealer.com to handle dealer website problems and resolve issues within 3 days for each website trouble ticket
How can FordDirect manage this service level agreement and track if the vendor is performing to the contract?
What types of system activities would you implement?
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