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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38
CHAPTER 2: WHERE SLAs GO WRONG
Legal protection
Under general law
2
, if services are to be provided
to an organisation by a supplier, they must be
provided with ‘reasonable skill and care’, and
goods provided must be of ‘satisfactory quality’.
In terms of ‘reasonable skill and care’, this could
be described as the standard of skill and care that
would normally be expected of someone in that
particular field.
‘Satisfactory quality’ means that the goods should
meet the standard a reasonable person would
regard as satisfactory, taking into account the
description of the goods, the price (if relevant) and
all other relevant circumstances. The ...
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