LFCNZ
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Outsourcing Agreement Example
This is more of a business IT question than technical.
We need to engage an outsourcing company to do support for us, so I need to come up with an outline of what we need covered.
I am looking for an example of an outsourcing agreement so that I can get an idea of what needs to be included.
We need to engage an outsourcing company to do support for us, so I need to come up with an outline of what we need covered.
I am looking for an example of an outsourcing agreement so that I can get an idea of what needs to be included.
I'm about to run out of the door for the day. But some points to consider would be.
1) Reporting (Chain of command for the client as well as the outsourcer).
2) Description of your infrastructure (including technical)
3) Support (First line, etc.) (I'm assuming this will be primarily Desktop support)
4) Managment Procedures (Problem escalations, change of management, etc.)
5) Severity levels and required response times. Also known as Service Level Agreements. (How long do they have to respond to logged problems.)
6) Defined responsibilites of the company you outsource to as well as the responsibilities of the client (you).
Just a few things to consider and hopefully get you started. I'm sure more posts are to follow on this.
David
1) Reporting (Chain of command for the client as well as the outsourcer).
2) Description of your infrastructure (including technical)
3) Support (First line, etc.) (I'm assuming this will be primarily Desktop support)
4) Managment Procedures (Problem escalations, change of management, etc.)
5) Severity levels and required response times. Also known as Service Level Agreements. (How long do they have to respond to logged problems.)
6) Defined responsibilites of the company you outsource to as well as the responsibilities of the client (you).
Just a few things to consider and hopefully get you started. I'm sure more posts are to follow on this.
David
ASKER
Hi David
A bit more background.
The company I am at only has approximately 70 staff, 30 based at one site in Australia and 30-40 staff based over 4 sites in New Zealand.
For the Australian site I will need someone to fix desktop issues that can't be done remotely by myself and also to fix server issues again that can't be done remotely by myself or that I need help with technically.
For New Zealand, I will do all the desktop/server support for the 4 sites but will need an escalation point for server technical issues that I need help with.
I will be the first point of contact for all issues and if I can't fix it or don't thave the time then I will escalate it to the outsourcing company.
For New Zealand Outsourcing company needs to be contactable 24/7 for server issues with an immediate SLA.
For Australia the outsourcing compnay needs to be contactable 24/7 for server issues with an immediate SLA.
For desktop in Australia I was thinking I might have a resource onsite for 10-20 hours a weekand have an SLA of 2 hours for urgent desktop issues.
Not sure whether my SLA's are reasonable?
A bit more background.
The company I am at only has approximately 70 staff, 30 based at one site in Australia and 30-40 staff based over 4 sites in New Zealand.
For the Australian site I will need someone to fix desktop issues that can't be done remotely by myself and also to fix server issues again that can't be done remotely by myself or that I need help with technically.
For New Zealand, I will do all the desktop/server support for the 4 sites but will need an escalation point for server technical issues that I need help with.
I will be the first point of contact for all issues and if I can't fix it or don't thave the time then I will escalate it to the outsourcing company.
For New Zealand Outsourcing company needs to be contactable 24/7 for server issues with an immediate SLA.
For Australia the outsourcing compnay needs to be contactable 24/7 for server issues with an immediate SLA.
For desktop in Australia I was thinking I might have a resource onsite for 10-20 hours a weekand have an SLA of 2 hours for urgent desktop issues.
Not sure whether my SLA's are reasonable?
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What exactly are you outsourcing?
Desktop support, server support, data backup/disaster recovery, network cabling, does your business include phone support within the I.T. department, etc.