Service Level Agreements

Objective

A one day training course for delegates who need understand service level agreements.

Content

Introduction

• What is a service level agreement?
• How can we use a service level agreement?
• The status of a service level agreement
• Developing an environment for implementing service level agreements

The Structure of a Service Level Agreement

• Memorandum of agreement
• Terms and conditions of agreement
• The use of schedules in a service level agreement

Defining the Terms and Conditions of Agreement

• Common conditions for all service level agreements
• Services
• Term
• Price
• Customer duties
• Change control
• Disputes and arbitration
• Termination
• Additional terms for more complex service level agreements
• Insurance and indemnities
• Performance
• Defaults
• Confidentiality
• Disaster recovery and contingency planning

Preparing the Schedules to the Agreement

• The key schedules for any service level agreement
• Service Specification
• Pricing Schedule
• Considering additional schedules

• Conclusions and Questions

FormatThis is an interactive session that includes presentation, discussion, practical examples and case studies.  All delegates will receive a comprehensive delegate handbook and supporting CD