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Showing posts from July, 2008

5 SLA Nonsense Examples - Always Read the Fine Print

I've had the opportunity to review several poor Service Level Agreement ( SLA ) contracts, which include clauses shielding the provider as if they are an endangered species. These clauses are usually masked under "general clauses" or fancy lingo to possibly go un -noticed. Here are several examples of texts that a customer should watch out for in a Service Level Agreement: 1. The data protection trick Sample clause: The provider will protect and not reveal any received or collected information about the buyer, unless it's required by legal authorities during a formal investigation or in case of protection of provider's interests Analysis : Although this particular clause may vary from country to country (legal system differences), there is NO LOGICAL ARGUMENT for anyone to reveal your information for protection of their interest . 2. The no responsibility trick Sample clause: The customer will hold harmless and indemnify the provider from all err