Managing Risk in Outsourcing: A Guide to Setting SLAs

Now that one has executed a contract and established the overall legal framework within which the company and the chosen service provider will operate, it's time to define the delivery of the service itself. This is accomplished with the use of an SLA. No, SLA does not stand for the Symbionese Liberation Army - it's disturbing how often the author hears that pun - but for Service Level Agreement.