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Volume 27, Issue 3

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Business Continuity and your Service Level Agreements

Written by  Maurine Dyer, MSC, CBCP November 22, 2007

Good business practices dictate that an organization should: Understand the impact on its operations resulting from a disruption of service; Understand the degree of dependence on its key service provider, including the effect of a disruption on the operations of a service provider; Identify recovery objectives and minimum requirements to be incorporated into its service level agreement. This article addresses the importance of the service level agreement in the business continuity process. Reference examples will be made to suppliers of telecommunications services, due to their ubiquity and increasing relevance in an increasingly connected global economy.

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