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Outsourcing IT: A Governance Guide by Rupert Kendrick

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Chapter 8. The Service Level Agreement

The SLA defines the agreement between the parties over the scope of the project, the levels of service to be provided and the supplier’s charges for performance of the contract. The SLA is a schedule to the main contract. The three key areas are service levels, scoping and pricing.

As a matter of general law, the supplier has a duty to use reasonable skill and care in the performance of the agreement, but the SLA defines the supplier’s obligations much more precisely.

Service levels

The objective of the SLA is to define the obligations of the parties regarding the performance of the main contract. It governs the operational relationship between the parties.

The SLA is a document that specifies agreed service ...

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