Do you feel that you have insufficient control over your Service Level Agreement?
During the negotiation of a Software-as-a-Service (SaaS) contract, the Service Level Agreement (SLA) is normally also discussed. The SLA should be part of the SaaS contract, and therefore a legal document. This agreement gives both the supplier and the customer a certain degree of security, and the SLA can also prevent ambiguities about the service. Unfortunately, the conditions and guarantees in the SLA are not always crystal clear. As a result, disagreements often still arise in the event of operational problems.
FortyPhi Consultancy can very well support or represent you as the customer or provider during the SLA negotiations. We have experience on “both sides of the negotiation table”, in other words we have negotiated contracts as the provider but probably more importantly on the side of the customer, as this party is often not very experienced in the negotiations of the SLAs.
FortyPhi Consultancy has many years experience in negotiating contracts drafted in English (with customers in USA, UK, Middle-East) as well as in Dutch.
FortyPhi Consultancy can also provide you with an assessment of already agreed Service Level Agreements. We can also take your place at the negotiating table with your service provider or supplier or alternatively we can represent you at the negotiating table, based on the (desired and walk-away) positions you have provided.
In addition, we can also take care of SLA management. Here, we take care of the weekly or monthly management of the SLA as well as the monthly discussions with the service provider. And should your company be affected by a serious service disruption of the SaaS, we will conduct the discussions with the provider on your behalf.
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