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Service level agreement: Difference between revisions
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''It is a critical component of any [[vendor]] contract.'' | ''It is a critical component of any [[vendor]] contract.'' | ||
Thus, in a stroke, the [[SLA]] demonstrates the folly of [[outsourcing]]: an [[Survivor|internal resource]] may be expensive, truculent, workshy and in need of holidays and a pension, but (at least in theory) to get a decent job out of her you don’t need an [[SLA]]<ref>This won’t stop [[middle management]] trying to impose one, of course.</ref>: the better the job {{sex|she}} does, the | Thus, in a stroke, the [[SLA]] demonstrates the folly of [[outsourcing]]: an [[Survivor|internal resource]] may be expensive, truculent, workshy and in need of holidays and a pension, but (at least in theory) to get a decent job out of her you don’t need an [[SLA]]<ref>This won’t stop [[middle management]] trying to impose one, of course.</ref>: the better the job {{sex|she}} does, the better she’ll get paid.<ref>IN THEORY. OK, folks: I ''know'' it doesn’t really work like this (GOD KNOWS I know that) but the collective is often gripped with a madness a crowdish delusion that it is somehow different.</ref> | ||
But once you have outsourced the role to a free agent patrolling the free market, that calculus, however delusional it may be, changes. | But once you have outsourced the role to a free agent patrolling the free market, that calculus, however delusional it may be, changes. | ||
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The difference between the fee and those resources is his profit margin. A free agent is exclusively focused on what it does ''not'' have to do. This, and only this, is what he turns up for. | The difference between the fee and those resources is his profit margin. A free agent is exclusively focused on what it does ''not'' have to do. This, and only this, is what he turns up for. | ||
Thus, you must have an SLA. You must stipulate in horrific detail exactly how, when, with what implements and at what rate, your service provider must provide the services. You should expect it to do not one micron more than that. | Thus, you must have an [[SLA]]. You must stipulate in horrific detail exactly how, when, with what implements and at what rate, your service provider must provide the services. You should expect it to do not one micron more than that. | ||
If you outsource a cleaning contract for a five-thousand seat tower block in the CBD, assume your service provider will roll up with one minimum-waged fifteen year-old, a mop and a plastic bucket ''UNLESS YOU HAVE AGREED OTHERWISE IN AN SLA''. | If you outsource a cleaning contract for a five-thousand seat tower block in the CBD, assume your service provider will roll up with one minimum-waged fifteen year-old, a mop and a plastic bucket ''UNLESS YOU HAVE AGREED OTHERWISE IN AN SLA''. | ||