Gartner Research

Service-Level Agreements in Telecom Expense Management Contracts Are Key to Vendor Performance

Published: 17 March 2015

ID: G00273831

Analyst(s): Tom Eagle


TEM is an outsourced managed service for optimizing expense workflows and delivering enterprise savings. To achieve these positive business outcomes, sourcing managers must ensure TEM contracts include performance-based SLAs, which are often missing in offerings from less mature TEM vendors.

Table Of Contents
  • Key Challenges


  • Understand the Best Practice SLAs, KPIs and Target Metrics, and Include Them in TEM Contracts
    • SLA Penalties and Earn-Backs
  • Ten Best Practice Questions in TEM RFPs to Ensure Vendors Include the Desired SLAs, KPIs and Target Metrics in Their Responses

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