Winning Moves in Structuring and Modifying SLAs in Outsourcing Relationships | White Paper

White PapersOutsourcing Center’s 2009 Outsourcing Excellence Awards program revealed trends in how buyers are structuring and modifying service level agreements (SLAs). This paper presents lessons learned in structuring SLAs and best practices in tying penalties to SLAs. This information is examined in light of two different points in time in an outsourcing relationship: (1) when structuring an outsourcing deal and SLAs at the outset, and (2) when modifying SLAs later on.

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