service level agreements

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Service Level Agreement (SLA) Template

This template lists key elements of a Service Level Agreement (SLA) - you can use it to create your own.


Drafting Outsourcing Contracts

This excellent presentation provides an in-depth discussion on contracts related to outsourcing - what are the key elements in an outsourcing contract? What are the essential components of contract management?


Assessing client maturity: a key to successful outsourcing

This paper presents the Client Outsourcing Maturity Model (COMM), a three-dimensional framework and provides an example of its assessment methodology results.


Creating Better Service Level Metrics

This whitepaper examines the cause of service level metrics failure and recommends solutions to fix this problem.

Top Ten Legal Issues in Outsourcing

 This presentation discusses the top ten legal issues in outsourcing contracts


A Guide to Performance-Based Standards for Service Contracts

 This presentation provides tips on performance based standards and metrics for acceptable quality levels.


Designing Metrics for Service Level Agreements

This presentation discusses "why service metrics fail" and provides guidance on "implementing better service level metrics"

SLA Template

This template can be used to create a Service Level Agreements (SLAs) between a service provider and the service recipient. The objective of the SLA is to present a clear, concise and measurable description of the services provided.


Which Buyers' Skills Shape Supplier Performance?

This paper studies how buyers’ technical expertise and supplier governance skills shape their satisfaction with suppliers' performance i.e. price, quality, and cooperativeness of products or services bought.


Are Contracts a Substitute for Supplier Relationship Management?

This paper explores the relationship between relational governance and formal contracts in creating better supplier performance in outsourcing.



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