Pau Lo
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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?
ASKER
does/can a service charter in itself act as an SLA? They seem to be a document external to the formal contract.
ASKER
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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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!)