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?
31
of what the SLA provides for), then your
organisation should not agree to such limitations
on its rights of redress.
In other words, the SLA should be an option for
your organisation to obtain remedies, but it should
not be the only option. Your organisation should
have the option to look for greater remedies and
compensation (over and above those contained in
the SLA) if there is a major breach, or a breach
which causes substantial losses. Your
organisation’s other rights of redress may be
contained in the framework agreement, or under
general legal principles.
Fairness
When agreeing an SLA with a supplier, your
organisation should strive to ensure that the SLA
is fair and balanced, and ha ...
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