Service level agreements (SLAs) are an important part of the competitive bid process for IT outsourcing services. By including an SLA in the RFP, the customer can ensure that all vendors are proposing to provide the same level of service. This makes it easier for the customer to compare the proposals and to select the vendor that best meets their needs.
When structuring an SLA for competitive bidding, the customer should consider the following factors:
- The services that the customer expects from the service provider. This will define the scope of the SLA.
- The level of service that the customer expects. This should include metrics such as uptime guarantees, response times, and resolution times.
- The remedies that the customer can pursue if the service provider does not meet its obligations. This should be clearly defined in the SLA.
The SLA should be structured in a way that is easy to understand and manage. It should be clear and concise, and it should avoid using technical jargon. The SLA should also be flexible enough to accommodate changes in the customer’s needs over time.
MCQs and Answers
Q1. What are the key factors that a customer should consider when structuring an SLA for competitive bidding?
(A) The services that the customer expects from the service provider (B) The level of service that the customer expects (C) The remedies that the customer can pursue if the service provider does not meet its obligations (D) All of the above
Answer: (D)
Q2. What are some tips for structuring an SLA that is easy to understand and manage?
(A) Use clear and concise language (B) Avoid using technical jargon (C) Be flexible enough to accommodate changes in the customer’s needs over time (D) All of the above
Answer: (D)
Q3. What are some common SLA metrics?
(A) Uptime guarantees (B) Response times (C) Resolution times (D) All of the above
Answer: (D)
Q4. What should the customer do if the service provider does not meet its obligations under the SLA?
(A) Try to resolve the issue directly with the service provider (B) Escalate the issue to the service provider’s management (C) Pursue the remedies that are specified in the SLA (D) All of the above
Answer: (D)
Conclusion
SLAs are an important part of the competitive bid process for IT outsourcing services. By carefully structuring the SLA, the customer can ensure that they are getting a fair and equitable SLA from the service provider.
Here are some additional tips for structuring an SLA for competitive bidding:
- Involve all relevant stakeholders in the SLA development process. This will help to ensure that the SLA meets the needs of all users.
- Use a template to help you structure the SLA. There are many templates available online and from professional organizations.
- Benchmark the SLA against other SLAs in your industry. This will help you to ensure that the SLA is fair and reasonable.
- Get the SLA reviewed by an attorney before you sign it. This will help to protect your interests in the event of a dispute.