Service Level Agreements
The Presentation

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The most well known support resource for service level agreements is called The Service Level Agreement Toolkit . This comprises a template, guide, checklist, presentation and various other resources. It essentially makes creation of an SLA far more straight forward.

This small presentation we derived from that toolkit. To begin with the first foil:

Alternatively, the list of contents and foils is as follows:

SERVICE LEVEL AGREEMENTS
Purpose of Using an SLA
What should the SLA cover?
What should the SLA cover?
Using Schedules or Exhibits
Typical Information to go in Schedules or Exhibits
Typical Information to go in Schedules or Exhibits
Understanding the SLA
Introduction and Purpose
Introduction and Purpose Explained
Services to be Delivered
Services to be Delivered section – Explained
Performance, Tracking and Reporting
Performance, Tracking and Reporting Explained
Problem Management
Problem Management Explained
Fees and Expenses
Fees and Expenses Section Explained
Customer Duties and Responsibilities
Key Customer Duties and Responsibilities Explained
Warranties and Remedies
Warranties and Remedies Explained
Security
Security Explained
IPR and Confidential Information
IPR and Confidential Information explained
Legal Compliance and Resolution of Disputes
Legal Compliance and Dispute Resolution Explained
Ending the Agreement
Termination Issues Explained
General Agreement Clauses
General Clause Section Explained
Discussions and Meetings
Regular SLA Reviews
Preparing your own Service Level Agreement

Note that these foils are copyrighy EasyTec and may not be used for presentational purposes.

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