Avoiding legalese
When approaching the issue of SLAs, one point to bear in mind is that while they are pivotal to the legal construct of the contract, they should not be in legalese. Rather than being exercises in the most perfect yet impenetrable legal drafting, they should be applicable and understandable by both the recipient and provider of the service. Our specialist section on page 164 provides further insight into the legal issues that arise in outsourcing.
During the negotiations the question often arises of who should be in charge of SLAs. The lawyers? The procurement people? The answer is neither. The people who are directly responsible for providing and receiving the service should be jointly responsible for the way service levels ...
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