The Paradox of SLA’s in Trusted Relationships

Ed Hansen, Partner at McCarter & English, exposes the divergent issues underlying outsourcing agreements The reason Service Level Agreements exist within contracted services is because, fundamentally, the economics of the deal don't support partnerships. In reality, outsourcing is where two different parties, with divergent interests, come together for the "common good", explains Hansen. A more interesting approach to building a partnership is to start with the fee schedule: How can you al...
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