Re: Working with outsourcers
"You give them a process and an SLA and if they don't meet SLA, then you claw back the funds from the next invoice. "
I've been involved in multiple discussion where that was mooted and then almost immediately ruled out because the vendor were actually bigger than the customer, and the customer didn't want to poison the ongoing relationship.
A couple of low level lads on a helpdesk might get shouted at, but any chance of enforcing a contract?
Nope.
Biting the hand that feeds IT
