Service Level Agreements - A legal and practical guide
BIC: COMPUTING: GENERAL, Legal aspects of computing
BISAC: COMPUTERS / General, LAW / Computer & Internet
Published: 21 Oct 2010
A wide range of industry sectors will outsource service provision (for example, banking, pharmaceuticals, and insurance companies). This can happen where an organisation outsources its IT payroll needs, its helpdesk and IT maintenance requirements, its payment processing, or its whole IT function.
The key risk for an organisation that enters into an outsourcing transaction, are that the services that it receives from the supplier will be worse than the services they were receiving before, or that the cost savings that were anticipated or promised, are not achieved.
This pocket guide identifies some of the benefits and the pitfalls that an organisation can encounter when negotiating and drafting SLAs. It gives an overview of SLAs, highlighting typical scenarios that can arise, and provides information on typical solutions that have been adopted by other organisations.
By reading this a short, legal and practical guide to SLAs, you should be able to quickly come up to speed with some of the legal and practical issues that might arise. Negotiating the SLA and putting the SLA into action are also discussed in the pocket guide. Whilst short and easy to digest, case references and weblinks have been provided in the text so readers can find out more information about SLAs.
Make your SLA work for you. Read this essential guide to SLAs today.
1: Why do you Need a Service Level Agreement?
2: Where SLAs go Wrong
3: Building the Foundation for the SLA
4: Drafting the SLA and Key Clauses
5: Managing the Supplier
6: Negotiating the SLA
7: Putting the SLA into Action