Whatever outsourcer is selected - have your SLA be as detailed as possible and include major penalties for non-compliance ...
A long long time ago in a data center far far away ... I was consulting to a outsourcing firm - they had control of a LARGE datacenter - at some point something happened (I honestly don’t remember what) - the clients were noticeably limping along - but at a level that met SLA - the outsourcer HAD a solution , but would have required an outage (IPL?) - which would have caused an SLA violation - so because degraded service was contractually acceptable, the clients limped along for some time ... The mantra we were told (in essence) was ... We don’t care if you NEVER do anything RIGHT, as long as you DON'T do anything WRONG It seemed the SLA was written that the benefits of success were far outweighed by the risks of failure So YOU, the client, make sure that YOU set the Service Level you expect nay DEMAND and don’t let the outsourcers off the hook with a substandard SLA Chris Hoelscher Technology Architect, Database Infrastructure Services Technology Solution Services : humana.com 123 East Main Street Louisville, KY 40202 Humana.com (502) 714-8615, (502) 476-2538 The information transmitted is intended only for the person or entity to which it is addressed and may contain CONFIDENTIAL material. If you receive this material/information in error, please contact the sender and delete or destroy the material/information. ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to [email protected] with the message: INFO IBM-MAIN
