October 2010
Intermediate to advanced
117 pages
2h 8m
English
Content preview from Service Level Agreements: A Legal and Practical Guide
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1: Why do you Need a Service Level Agreement?
28
Action plans can be useful because this means
that:
x Your organisation can at least be assured that
something is being done about the problem,
rather than just simply receiving compensation
without a satisfactory resolution to the
problem.
x The supplier is clear about what action it needs
to take, if and when, services fall below pre-
agreed standards.
Your organisation may also allow the supplier to
earn back credits (as mentioned on page 80 in
Chapter 4), as an incentive to resolve problems as
soon as possible.
Advantages of defining remedies
One major advantage with SLAs, and why you
might want an SLA in place, is because there are
pre-defined remedies for breaches of service level
targets. ...
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