Foundations and Frameworks

George Kimball and Mark W. Heaphy

Chapter 4 in Outsourcing Agreements, 2025, pp 82-110 from Edward Elgar Publishing

Abstract: Chapter 4 begins by discussing the usual structure for outsourcing agreements: a master service agreement with various supporting schedules and exhibits that describe the scope of service, establish performance standards, calculate service charges, prescribe arrangements for initial transition and eventual disengagement and other important particulars. Contracts for both large scale engagements and standard or managed services commonly begin with factual recitals, before defining such crucial terms as ‘Services’ and ‘Service Levels,’ among many others. They go on to specify the contract's duration (often including customer options to extend the term). This chapter concludes by discussing effective use of lists (eg, of particular tasks and activities), application of usual rules for contract interpretation, and the general or miscellaneous terms that are sometimes dismissed as mere ‘boilerplate’ but have greater importance than commonly supposed.

Keywords: Outsourcing; Business Process Outsourcing; BPO; Information Technology Outsourcing; ITO; Outsourcing agreements; Outsourcing contracts; Outsourcing forms; Drafting outsourcing agreements; Drafting outsourcing contracts (search for similar items in EconPapers)
Date: 2025
ISBN: 9781035316984
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