The Scenario FordDirect (http://www

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The Scenario

• 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?