Contract Law

Service Levels: Part 2 – Drafting Service Levels / SLAs Effectively

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Drafting Service Levels That Work Drafting service levels and service level agreements (SLAs) that are appropriate, and managing the service levels correctly, provides a number of benefits for both parties to a commercial IT contract or outsourcing contract. As discussed in my previous article, service levels provide a customer with a way to measure the success of the delivery of […]

Contract Law

Service Levels: Part 1 – Service Level Credits and Risk Assessment

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service level credits

Service Level Credits and Service Levels – Long Term IT Projects Service levels (SLAs) and service level credits are very important when planning long term IT projects for your business. Service levels are one of a number of issues for parties to a commercial contract to consider, which are distinct from the end product of the […]

Contract Law

Incentives & Contracts: Part 2 – Marco Polo, KPIs & Bonus Incentive Schemes

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Let me ask you a question: what does Marco Polo and a sophisticated customer of technology services in the 21st century have in common? The answer: they both know that in business, whether it is moving a camel train across the deserts of Asia, or ensuring that a supplier provides a quality IT project on […]