Service Level Agreement

Name	Views and Comments	Date
Mark Holland	Very limited recommendations ... could do with lots more meat. For example: SLAs should be set against the basic acceptable level of Service. Service Level Targets - defining the optimal level of service, should also be declared and used, not to penalise, but to enable the outsourcer to focus investments and activities and measure against the optimal vision. SLAs should be defined to motivate, not to penalise. Penalty schemes related to SLAs should be balanced by Bonus schemes related to SLTs SLAs should only be assigned to processes within the Outsourcers control, unless inter-group SLAs or Operational Level Agreements (OLAs) exist to support those components outside of the Outsourcers control...	3/28/2006
Mari Mills	Good outline of a SLA. Information that I needed.	12/29/2005

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