From the course: Cybersecurity Outsourcing: Vendor Selection and Management
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Service Level Agreements (SLA)
From the course: Cybersecurity Outsourcing: Vendor Selection and Management
Service Level Agreements (SLA)
- [Instructor] The service-level agreement is the primary way you will manage the work done by your MSSP. An SLA is usually written in the form of a contract. Because it's so important, let's examine the essential elements of an effective SLA. First, it will list the type of service to be performed. It will also describe the various performance levels, usually in terms of reliability and responsiveness. The SLA will also state how the performance levels are supervised, monitored, and reported. It describes how to report incidents that you have with the service, the incident resolution time frames, and the consequences for the MSSP of not meeting its commitments, which may include your right to terminate the contract, or receive a 10% service credit on your next invoice. The default SLAs are designed to deliver acceptable service to you while limiting MSSP liabilities. Sometimes, the SLA can be vague. For example, an outsourced soc may commit to delivering a cyber attack alert to you…
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