From the course: Cybersecurity Outsourcing: Vendor Selection and Management
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Manage by Service Level Agreements (SLA)
From the course: Cybersecurity Outsourcing: Vendor Selection and Management
Manage by Service Level Agreements (SLA)
- [Instructor] With the end of the transition, it's tempting to go hands off with the MSSP and spend all your time on core tasks. After all, that's the big reason why you chose to outsource. But that would be a mistake, because if the MSSP fails to perform the consequences will fall onto your organization just as if your team of insiders had failed. And so the SLA is your main method of detecting failure to perform so you can quickly respond and recover, thus limiting damage. Here's where your planning pays off. Your contract with the MSSP has clear SLA terms, useful metrics, and clear regular reporting. Your contract also includes a strong penalty provision for SLA violations. Your goal is to use these provisions to deter your vendor from allowing their performance to fall below your requirements. In fact, if you have effective monitoring tools, you might know about SLA violations before they do. Keep a sharp eye on the numbers, and be quick to bring up bad ones and ask what's going…
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