Solved

service charter for contracts or SLA

Posted on 2014-11-19
4
212 Views
Last Modified: 2014-11-25
Our partner organisation has a contract with a 3rd party to host and support an IT application. The contract has no specific SLA's around issues such as performance, availability, issue resolution etc. However, the 3rd party do offer a "service charter" which details what standards and metrics they will align to with their service provision. Is this adequate, or do you still need SLA's in place?
0
Comment
Question by:pma111
  • 2
  • 2
4 Comments
 
LVL 119
ID: 40452130
It should be very clear, what Service Level Agreements are in place, even at the simplest level....

The "devil will be in the detail" of the Service Charter, which could be a SLA in disguise.

so, in terms of Issue Resolution, what does it state?

Full Service restored within 1 hour ?

You need to put in terms, what provisions you want to meet, or walk away, or negotiate. (which could mean an increase in price of the contract!)
0
 
LVL 3

Author Comment

by:pma111
ID: 40452176
does/can a service charter in itself act as an SLA? They seem to be a document external to the formal contract.
0
 
LVL 3

Author Comment

by:pma111
ID: 40452179
I was kind of thinking an SLA in a formal contract - mandatory - and penalties can be applied, whereas a general all customer service charter is just a "this is what we aim to align to" type document, but they arent contractually obliged to do so...
0
 
LVL 119

Accepted Solution

by:
Andrew Hancock (VMware vExpert / EE MVE^2) earned 500 total points
ID: 40452216
It depends what is written in the charter, it does seem as if, the charter you have is not acting as an SLA.

e.g. Service/Customer Charter, Our Customer Service will be courteous at all times.

but that does not state, how quickly SERVICE will be restored!

Ask them questions, Time to fix the IT Application?

How many upgrades a year ?
0

Featured Post

PRTG Network Monitor: Intuitive Network Monitoring

Network Monitoring is essential to ensure that computer systems and network devices are running. Use PRTG to monitor LANs, servers, websites, applications and devices, bandwidth, virtual environments, remote systems, IoT, and many more. PRTG is easy to set up & use.

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

Suggested Solutions

Title # Comments Views Activity
vmware horizon certificate question 2 53
Looking for open port with Telnet 5 56
VMWare 6.5 4 44
JAVA API design with micro service cloud in mind 1 10
For cloud, the “train has left the station” and in the Microsoft ERP & CRM world, that means the next generation of enterprise software from Microsoft is here: Dynamics 365 is Microsoft’s new integrated business solution that unifies CRM and ERP fun…
There is no doubt that cloud is gaining importance. Many of you must have read about this technology and its growing importance. More and more organisations are embracing this technology not forgetting start-ups. The process begins by dipping …
Viewers will learn how to connect to a wireless network using the network security key. They will also learn how to access the IP address and DNS server for connections that must be done manually. After setting up a router, find the network security…
This video gives you a great overview about bandwidth monitoring with SNMP and WMI with our network monitoring solution PRTG Network Monitor (https://www.paessler.com/prtg). If you're looking for how to monitor bandwidth using netflow or packet s…

813 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question

Need Help in Real-Time?

Connect with top rated Experts

10 Experts available now in Live!

Get 1:1 Help Now