ABSTRACT
Service-level agreements do not exist in isolation but, rather, as part of an outsourcing agreement. Therefore, this chapter begins by considering the types of outsourcing agreements that exist. The chapter then looks at service-level agreements by way of several examples of the different type of agreement. Having examined the variety of service-level agreements, we next examine the drafting, negotiation and enforcement of those agreements with particular reference to the issue of change control. Finally, we look at the relationship between service credits, service debits and limitations of liability.
