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31 Risk in Offshore IT Outsourcing Contracts: Or Buying Promises By : Robert Thomson No matter how much due diligence you attempt, making a decision on contracting with an onshore or offshore IT service provider is much like buying promises. Best practices for eService By : Michel Dionne The quality of the service is an essential condition to guarantee the clientele's satisfaction, deserve their loyalty and get references. This concerns the employees along with the partners of the distribution network. The service might be offered directly by an agent from the assistance center (Help Desk) or in free-service accessible 24 hours a day.