An Introduction to Service-Level Agreements

Cio.com has a good article and primer posted about SLA's (Service Level Agreements). Whenever a law firm is considering implementing a legal extranet system (or using any other software or vendor service) many of the principles in this article (e.g. setting appropriate metrics and standards of service, monitoring the service levels, measuring uptime and downtime, response times for service based on classes of problems) are vitally important. It's a good idea for anyone working with vendors to have an understanding of these principles.