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It should be very clear, what Service Level Agreements are in place, even at the simplest level....<br />
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The &quot;devil will be in the detail&quot; of the Service Charter, which could be a SLA in disguise.<br />
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so, in terms of Issue Resolution, what does it state?<br />
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Full Service restored within 1 hour ?<br />
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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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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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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 &quot;this is what we aim to align to&quot; type document, but they arent contractually obliged to do so...
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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 &quot;service charter&quot; 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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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?

service charter for contracts or SLA

Networking is the process of connecting computing devices, peripherals and terminals together through a system that uses wiring, cabling or radio waves that enable their users to communicate, share information and interact over distances. Often associated are issues regarding operating systems, hardware and equipment, cloud and virtual networking, protocols, architecture, storage and management.

Networking

Cloud computing, also known as on-demand computing, is a kind of Internet-based computing where shared resources and information are provided to computers and other devices. It is a model for enabling ubiquitous, on-demand access to a shared pool of configurable computing resources. Cloud computing and storage solutions provide users and enterprises with various capabilities to store and process their data in third-party data centers, relying on sharing of resources to achieve coherence and economies of scale.

Cloud Computing

Virtualization is the act of creating a virtual (rather than actual) version of something, including (but not limited to) a virtual computer hardware platform, operating system (OS), storage device, or computer network resources. Virtualization is usually the creation of a system that executes separate from the underlying hardware resources, or the creation of an entire desktop for systems located elsewhere, similar to thin clients.