When is an SLA Not Necessary in an Outsourcing Relationship?
Outsourcing Center, Kathleen Goolsby, Senior Writer
A service level agreement (SLA) plays two important roles in an outsourcing arrangement. It sets the stage for the service provider’s accountability, and it is the major factor in determining the price of the service. The buyer of outsourced services can achieve a comfort level that it’s getting what it pays for if it regularly …