White Papers

Make Sure Your SLA Is Aok

Overview If one outsource technology functions to an IT (Information Technology) provider like an ISP (Internet Service Provider) or ASP (Application Service Provider), one needs an SLA (Service Level Agreement). An SLA details the service levels one can expect from an outsourcer and the consequences for failing to achieve them. Consequences could include things like credits against future fees and the right to end the contract. Some SLAs add a carrot to the stick by including bonuses if the provider exceeds service levels.

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Publisher: DeWitt Grossman
File Format: HTML
Date Published: Aug 23, 2006
Format: White Papers
Topics: Service Level Management, SLA, Outsourcing

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