The service-level agreement (SLA) is a critical element in the suite of contractual and governing documents that surround any outsourcing engagement. This Executive Report provides an overview of SLAs including their purpose and key elements. It then discusses the necessary preparations as you make the decision to create an SLA, before detailing the seven sections of this document. The report concludes with suggestions for drafting an SLA.
Executive Report
Service-Level Agreements: Articulating What Will Make a Successful Deal
By Sara Cullen
Posted April 30, 2006 | Leadership | Leadership |
About The Author
Dr. Sara Cullen is Managing Director of The Cullen Group, a boutique firm offering consulting, publications, and education regarding commercial agreements, a Fellow at the University of Melbourne, and a Research Associate at the London School of Economics. She was former National Partner at Deloitte in Australia, where she ran the outsourcing consulting division and was the Global Thought Leader for outsourcing.
Dr. Cullen specializes in the… Read More
Don’t have a login?
Make one! It’s free and gives you access to all Cutter research.