The devil is in the details…
Growing up, the idea of navigating corporate contracts, service providers, and IT departments seemed like an alien world to me. Yet, here I am, two decades into a career that continually intrigues me.
But before you get too excited, let's dive into these topics, shall we? My aim is simple: to provide practical insights that save you time, money, and raise the bar for us all.
First on the list: service provider contracts. We'll explore:
- How these contracts function, from MSAs to SOWs.
- Red flags to watch for, such as SLAs and QBRs.
- The crucial matter of software ownership.
Service provider contracts come in two flavors: MSA and SOW. The MSA outlines what the provider will (and won't) do in your environment, while the SOW tailors these services to your company's specific needs.
Now, about those red flags. SLAs, or service level agreements, can be a sneaky way for providers to dictate acceptable service levels. Picture this: you're grappling with an Outlook issue, but the SLA designates it as a low priority, leaving you waiting days for resolution. Dubious, right?
And let's not forget QBRs. These quarterly reviews often overlook critical issues, focusing instead on projects that pad the provider's bottom line.
Another key consideration is software ownership. Does your company own its software? Can you administer it independently? These questions matter more than you might think, especially when your 'cost-effective' provider falters, binding you to lengthy contracts and making transitions painful.
When reviewing contracts, take your time. Seek expert advice to avoid costly mistakes that could haunt you for years.
Negotiating smarter contracts means revising SLAs for realistic outcomes, ditching unnecessary QBRs, and asserting your right to software ownership. While month-to-month agreements are ideal, early termination clauses offer flexibility if things go south.
Remember, any provider unwilling to meet you halfway isn't worth your time. Opt for those who prioritize collaboration and transparency.
If you've made it this far without nodding off, treat yourself to a coffee. And if you enjoyed this blend of insights and dad jokes, let's continue the conversation on LinkedIn.
Got a challenge you're grappling with? Let's tackle it together. Reach out to mark@thesisinc.io