Solved

service charter for contracts or SLA

Posted on 2014-11-19
4
215 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
[X]
Welcome to Experts Exchange

Add your voice to the tech community where 5M+ people just like you are talking about what matters.

  • Help others & share knowledge
  • Earn cash & points
  • Learn & ask questions
  • 2
  • 2
4 Comments
 
LVL 121
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 121

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

Ransomware-A Revenue Bonanza for Service Providers

Ransomware – malware that gets on your customers’ computers, encrypts their data, and extorts a hefty ransom for the decryption keys – is a surging new threat.  The purpose of this eBook is to educate the reader about ransomware attacks.

Question has a verified solution.

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

Giving access to ESXi shell console is always an issue for IT departments to other Teams, or Projects. We need to find a way so that teams can use ESXTOP for their POCs, or tests without giving them the access to ESXi host shell console with a root …
WARNING:   If you follow the instructions here, you will wipe out your VTP and VLAN configurations.  Make sure you have backed up your switch!!! I recently had some issues with a few low-end Cisco routers (RV325) and I opened a case with Cisco TA…
Sending a Secure fax is easy with eFax Corporate (http://www.enterprise.efax.com). First, just open a new email message. In the To field, type your recipient's fax number @efaxsend.com. You can even send a secure international fax — just include t…
Monitoring a network: why having a policy is the best policy? Michael Kulchisky, MCSE, MCSA, MCP, VTSP, VSP, CCSP outlines the enormous benefits of having a policy-based approach when monitoring medium and large networks. Software utilized in this v…

688 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