SLA's content for <Outsourcing contractors


I working in a Company which outsource their Servers and I as an IT Support Specialist i Keep giving Support to my colleagues.

I Need to create an SLA with Contents to determining what normally a Company Needs in this Situation.

Could you possibly advice what would be the main Point to have in this SLA?

Thanks, in advance.

mallonyIT TechnicianAsked:
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ste5anSenior DeveloperCommented:
Availability for reporting problems, reaction time after a problem is reported, time frame for solving problems. Upper limits of downtime. Data access conduct/rules according to your countries laws..

But in the end: you'll need an lawyer for this.
madunix (Fadi SODAH)Chief Information Security Officer Commented:
Definition: An SLA is a guarantee that the provider will deliver the services according to the contract.
The most important aspect of a service level agreement (SLA), is that it is measurable. SLA is important to ensure that all parties understand its contents. Avoiding unnecessary language and technical details helps reduce confusion. With joint understanding the SLA can be used to manage quality, and not just for determining penalties for non-performance, Lack of performance measures will make it difficult to gauge the efficiency and effectiveness of the IT services being provided. To check compliance with a service level agreements (SLA) requirement for uptime, you have to check availability reports .

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