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service charter for contracts or SLA

Posted on 2014-11-19
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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?
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Question by:pma111
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LVL 120
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!)
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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.
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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...
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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 ?
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