Getting the Most Out of Your Outsourcing SLAs (Part II in a Series)

by Barbara Beech

This is the second installment of a two-part Executive Update series on structuring service-level agreements (SLAs). Part I ( Vol. 4, No. 9) discussed service-level components; here I examine the penalties and bonuses associated with service levels and how to use different methods to structure them based on the type of SLA in place. I also discuss the "at-risk" amounts for service levels that should be defined in the service provider contract.

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Getting the Most Out of Your Outsourcing SLAs (Part II in a Series) October 2003