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Information Technology Outsorcing Transaction - Halvey K.J.

Halvey K.J. Information Technology Outsorcing Transaction - Wiley Publishing, 2005. - 649 p.
ISBN-10 0-471-45949-6
Download (direct link): informationoutsourcingtransactions2005.pdf
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ARTICLE 7. CONTRACT ADMINISTRATION................................................................214
7.01 Managed Agreements ....................................................................214
5. Note: This sample agreement is intended to illustrate the types of legal issues that vendors typically wish to address in connection with information technology outsourcing transactions. The provisions included in this sample agreement, while comprehensive, may not cover all of the issues that may arise in a particular transaction. Legal issues will likely vary depending on the type of information technology process being outsourced and the scope of the outsourcing transaction. This sample agreement or any part thereof should only be used after consultation with your legal counsel. Legal counsel should be consulted prior to entering into or negotiating any outsourcing transaction.
4.4
195
196 Ch. 4 Outsourcing Contract
7.02 Managed Agreement Invoices...........................................................214
7.03 Assigned Agreements..................................................................214
7.04 Assigned Agreement Invoices..........................................................215
7.05 Performance Under Agreements.........................................................215
ARTICLE 8. SERVICE LEVELS.........................................................................215
8.01 Designated Service Levels............................................................215
8.02 New Service Levels...................................................................215
8.03 Adjustment of Service Levels.........................................................215
8.04 Root Cause Analysis .................................................................215
8.05 Measurement and Monitoring Tools.....................................................216
8.06 Continuous Improvement and Best Practices............................................216
8.07 Performance Credits..................................................................216
ARTICLE 9. CUSTOMER SATISFACTION AND BENCHMARKING ......................................216
9.01 Initial Customer Satisfaction Survey.................................................216
9.02 Customer Satisfaction Survey.........................................................217
9.03 Benchmarking Overview ...............................................................217
9.04 Benchmarking Process ................................................................217
9.05 Benchmark Results Review Period and Adjustments......................................217
ARTICLE 10. SERVICE LOCATIONS.....................................................................218
10.01 Service Locations ...................................................................218
10.02 Safety and Security Procedures ......................................................218
10.03 Data Security........................................................................218
10.04 Security Relating to Competitors.....................................................219
ARTICLE 11. HUMAN RESOURCES......................................................................219
ARTICLE 12. VENDOR STAFF.......................................................................219
12.01 Vendor Contract Manager .............................................................219
12.02 Key Personnel .......................................................................219
12.03 Project Staff .......................................................................220
12.04 Subcontractors.......................................................................220
12.05 Conduct of Vendor Personnel..........................................................220
12.06 Noncompetition.......................................................................221
ARTICLE 13. MANAGEMENT AND CONTROL...............................................................221
13.01 Management Committee.................................................................221
13.02 Procedures Manual....................................................................221
13.03 Change Control Procedures............................................................222
ARTICLE 14. PROPRIETARY RIGHTS...................................................................222
14.01 Customer IP .........................................................................222
14.02 Vendor IP............................................................................222
14.03 New IP ..............................................................................223
ARTICLE 15. DATA.................................................................................223
15.01 Ownership of Customer Data ..........................................................223
15.02 Correction of Errors ................................................................223
15.03 Return of Data.......................................................................223
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