A indemnification clause is an important provision in which the service provider undertakes to indemnify the client company for breaches of its guarantees. Indemnification means that the supplier must pay the customer all legal fees of third parties resulting from the breach of warranties. If you are using a standard SLA provided by the service provider, it is likely that this provision is missing. Ask your in-house counsel to draft a provision that is simple to include, although the service provider may wish for further negotiations on this point. Service providers (as if the term wasn`t appropriate enough) should be armed with SLAs as a natural part of starting a business. But that`s not all. If you are the client, you should involve your legal counsel in the process. SLAs are typically reviewed by your legal team to determine the appropriateness of SLAs. Creating the SLA targets for your internal backup and restore SLAs also includes details of what each party does when a horrible problem occurs. B for example the description of the support and climbing mechanisms.

They also dictate availability and availability goals. In this way, SLAs highlight organizational performance priorities. Metrics should be designed in such a way that bad behavior is not rewarded by both parties. For example, if a service level is not compliant because the customer does not provide timely information, the provider should not be penalized. Include reference agreements, policy documents, a glossary, and relevant details in this section. This may include terms and conditions for the service provider and the customer, as well as additional reference documents such as contracts with third parties. Keep in mind that the backup is outside the critical path and issues can be swept under the rug. This makes proactive reporting even more important: if not everyone is constantly informed about the backup system, persistent issues can turn into critical service outages. Key performance indicators (KPIs) and other related metrics can and should support your SLA, but achieving them alone does not necessarily lead to the desired outcome for the customer.

When sending an offer, the customer must include the service levels expected as part of the request; This affects the supplier`s offer and price, and can even influence the supplier`s decision to respond. For example, if you need 99.999% availability for a system and the vendor cannot meet this requirement with your specified design, they may suggest a different and more robust solution. Of course, IT doesn`t work that way in most companies. In fact, recent high-profile articles from companies that don`t protect their data have put the discipline of data protection in the spotlight like perhaps no other element of IT infrastructure. Judges call for data recovery, lost tapes put businesses at risk and potentially put their customers at risk, and natural disasters expose poor privacy practices in many organizations. With all this external pressure on the business, IT staff are exposed to daily demands to increase backup service levels. .