In the case of outsourcing, Service Level Agreements (SLAs) serve as the contractual basis governing the scope and quality of the service to be provided. The customer and the contractor must possess or develop a mutual understanding of the service to be provided and must agree on quantifiable parameters in the SLA and the respective tolerance range. Instead of defining SLAs in quantifiable terms, it frequently makes sense to adjust them to the current level of technology.
Rely on our experience in the area of SLA Management for outsourcing projects. Our SLA system is subject to a permanent benchmarking process and always uses state-of-the-art technology.
Our services
- Preparation of service level agreements (SLAs), which comprehensively describe and quantify the services to be provided
- Designing SLAs in line with ITIL standards
- Definition of measurement methodology with regard to the measurement type, frequency and measuring points
- Feasibility analysis of technical solutions (for example, redundancy) to ensure provision of the necessary quality of service
- Determination of appropriate contractual consequences (for example, penalties) in the event of non-compliance with SLAs
- Monitoring compliance with SLAs, evaluation of reporting
Benefits for you
Effective monitoring and reliable evaluation of the scope and quality of the services provided by outsourcing partners.
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