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IT Procurement Handbook for SMEs by David Nickson

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SERVICE LEVEL AGREEMENTS

As mentioned earlier these are important documents for any critical service or bespoke supply. They form the basis of the service to be delivered, how it is measured and penalties or rewards for failing or exceeding agreed metrics. As such they need to cover all aspects of the service you require including hours of cover, response times, locations, how the service is measured, helpdesks, technical support, penalties for non-delivery, what is required from you and so forth.

SLAs commonly include segments to address a definition of services, performance measurement, problem management, customer duties, warranties, disaster recovery and termination of agreement. It is a very important document and if you get it right it ...

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