service charter for contracts or SLA

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?
LVL 3
pma111Asked:
Who is Participating?
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

Andrew Hancock (VMware vExpert / EE MVE^2)VMware and Virtualization ConsultantCommented:
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
pma111Author Commented:
does/can a service charter in itself act as an SLA? They seem to be a document external to the formal contract.
0
pma111Author Commented:
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
Andrew Hancock (VMware vExpert / EE MVE^2)VMware and Virtualization ConsultantCommented:
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

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Networking

From novice to tech pro — start learning today.

Question has a verified solution.

Are you are experiencing a similar issue? Get a personalized answer when you ask a related question.

Have a better answer? Share it in a comment.