Getting the most out of service level agreements

Make sure to maximize transparency, set out termination rights, avoid complex criteria
By Ted Liu and Joel Ramsey
|Canadian HR Reporter|Last Updated: 09/26/2011

One of the most important levers of a sound outsourcing contract — which ensures an organization receives its promised services — is service levels. These are the service provider’s commitments to achieve performance metrics agreed to in the contract.

There are several considerations for negotiating service level commitments during two stages: the preparation of a request for proposal (RFP) for outsourcing services and the contract negotiations with one or more service providers.

Request for proposal