RE: Resources for Service Level Agreements

Subject: RE: Resources for Service Level Agreements
From: "Charles, Dan" <dan -dot- charles -at- tyson -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Thu, 01 Mar 2001 09:42:45 -0600

Lisa,
Thanks for your input. I will poke around our legal department, and see what
they suggest.

My "customers" are all internal to the company, and are free of legal
matters. We are wanting to use the SLA internally to avoid waste and
conflict as well as extricate ourselves from ongoing maintenance that is
better performed by the customer (We have been building lots of web sites,
and the day to day care is best handled by the site owner).

Thanks,
Dan Charles
IS Technical Writer
(501) 290-3798


-----Original Message-----
From: Lisa Wright [mailto:liwright -at- qwest -dot- net]
Sent: Thursday, March 01, 2001 09:20 AM
To: Charles, Dan; TECHWR-L
Subject: Re: Resources for Service Level Agreements


Dan,
I can't help you with specific sources, but I have two suggestions:

1. See if your company has a SLA with any of its providers.
2. Have your attorney help you develop it. It's a contract between you and
your customers.

I don't believe it's appropriate for technical writers to have primary
responsibility for developing legal documents. That said, once you have the
content, I think it's entirely appropriate for you to develop a template for
the content. If your company doesn't have the resources to have an attorney
do the content, explain what it could cost in lost revenue, legal fees and
damages, and tattered reputation, if it's not done right.

Lisa Wright
Technical Writer
PeakEffects, Inc.

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