Outsourcing provides a simple and cost-ef- fective means for companies and organiza- tions to obtain high-quality, in-house sup- port. Unlike manpower contracts, where an outside contractor is hired to provide a spe- cific number of skilled employees. ARC out- sourcing centersabout the concept of Ser- vice Level Agreements. SLAs specify the level and quality of support services that client wishes to have. It is then ARC’s responsi- bility to provide adequate resources to meet those levels. SLAs define key metrics such as Response Time, Percentage of Successful Problem Resolution in a given period of time and so on