SOME TIPS ON SERVICE LEVEL AGREEMENTS
Having made your selection, it is now time to turn to the contract which will govern your future relationship, the SLA. It is your fundamental risk control. Failing to make it that, can be catastrophic, as happened with Raphaels Bank.
Case Study
R Raphaels and Sons plc (‘Raphaels’) 2015
Raphaels is a small retail bank offering financial services, including prepaid card and charge card programmes in the UK and Europe. These card services are provided with the assistance of a third-party card processor, which carried out services critical to the operational of the card programme.
The third-party processor suffered an incident on Christmas Eve 2015, following a technology malfunction. The incident had widespread ...
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