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Service Level Agreement, Training and Documentation, Social and Ethical Values


Service Level Agreement (SLA)

The Service Level Agreement defines the deliverables, performance and level of service required. It also contains all the parameters for a successful service. The incidents are divided into various groups according to their level of severity e.g. critical, severe, moderate and minor. This agreement signals the buyers that in case of any problem they are not own their own. So the proponent will deal with queries and support, implementation issues, operational issues and complete solution collapse in a responsible manner and with 99.9% uptime. According to Keystone Law the agreement also provides:

  • an ongoing reporting mechanism for measuring the expected performance standards;
  • a remedial mechanism and compensation regime where performance standards are not achieved, whilst incentivizing the service provider to maintain a high level of performance.

Training and documentation

The project requires from proponent an explanation on how they will provide the SLA and how they will transform the agency’s staff into users capable enough to work operate their solution i.e. training. Any solution, no matter how readily available and widely used it is, needs the new users to commit to a certain level of training and documentation effort, provided by the vendor.
The training could be in person or simply through documentation, but at least documentation should be provided in any case. An example of system documentation is mentioned here by the Magento team.

Social and Ethical Values

Supplier is also required to state their social and ethical values. How you support the local supply chain, which charities, community groups, volunteering you intend to engage with and how you promote environmental sustainability, are adding to your value as a trusted partner. As we are debating an hypothetical Open Source vendor here, your stance on the issues of freedom, user choice and transparency are also expected to show up and to make quite an impression; so you should put some effort into mentioning/explaining them, do not assume those are self explanatory.