1 (p1): 1. WHAT’S IT ALL ABOUT?11 (p2): 2. MAKING THE DEAL47 (p3): 3. WHAT RISKS?55 (p4): 4. FOUNDATIONS AND FRAMEWORKS69 (p5): 5. THE SERVICES81 (p6): 6. FINANCIALTERMS107 (p7): 7. PERFORMANCE STANDARDS125 (p8): 8. INTELLECTUAL PROPERTY143 (p9): 9. TRANSITIONS169 (p10): 10. GOVERNANCE185 (p11): 11. TROUBLED CONTRACTS197 (p12): 12. THE FINE PRINT—RISK ALLOCATION AND REMEDIES231 (p13): 13. COMPLIANCE265 (p14): 14. FLAVORS AND VARIETIES303 (p15): 15. OUTSOURCING AMID ECONOMIC UPHEAVAL325 (p16): APPENDICES325 (p16-1): Introduction—Forms328 (p16-2): APPENDIX 1: IT Term Sheet370 (p16-3): APPENDIX 2: Letter of Intent372 (p16-4): APPENDIX 3: Master Services Agreement416 (p16-5): APPENDIX 4: Service Description—Information Technology Services419 (p16-6): APPENDIX 5: Service Description—Finance and Accounting Services422 (p16-7): APPENDIX 6: Service Levels—Information Technology Services435 (p16-8): APPENDIX 7: Service Levels—Finance and Accounting Services443 (p16-9): APPENDIX 8: Charges—Information Technology Services457 (p16-10): APPENDIX 9: Charges—Applications, Development and Maintenance Services466 (p16-11): APPENDIX 10: Charges—Finance and Accounting Services475 (p16-12): APPENDIX 11: Standard Terms for Projects490 (p16-13): APPENDIX 12: Governance498 (p16-14): APPENDIX 13: Cooperation Agreement513 (p17): INDEX This is an accessible guide to the legal and practical issues arising from complex outsourcing deals with a particular emphasis on the UK and the US. This book covers the discrete legal issues involved, and also the management of the relationship between vendor and purchaser of outsourcing services, in a practical and comprehensive way.