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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4: Drafting the SLA and Key Clauses
88
perhaps the credit is just based upon the number of
working hours that the item was not operational).
This whittling down of the credit may not be
apparent unless worked examples are employed in
the SLA to see what exactly this credit amounts to
in monetary terms.
Clauses not normally included in SLAs
Penalties
When talking generally about service levels and
targets, people often refer to penalties being
applicable when targets are not met. However, in
English law you are generally only allowed to
claim for the loss you have suffered (and not more
than that) if an obligation has not been met. You
should not be able to make a profit out of your loss
so, for example, if you have lost £1,000 because a
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