Performance tests
13 September 2012
A robust service-level agreement can help to guarantee that a supplier’s work meets expectations. Jimmy Desai identifies the seven features purchasers must remember
When drawing up contracts for services, it is crucial for purchasers to define clearly what they expect of suppliers. This is often addressed in a service-level agreement (SLA), which sets out what the service includes and the required standards.
Although mistakes in SLAs can be expensive for both purchaser and supplier, getting it right can lead to lengthy and...