SLA
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The Service Level Agreement Zone
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Typical Service Level Agreement Contents:

Services Delivered
Performance
Problem Management
Warranties & Remedies
Security
Disaster Recovery
Termination



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KEY RESOURCE

The SLA Toolkit

A collection of items to help you create a Service Level Agreement more easily. It includes: a full template, a comprehensive guide, a training presentation, an audit checklist for existing agreements, etc






OTHER SITES:
FindLaw
Introduction to Service Level Agreements

Customer Duties and Responsibilities

It is important for the customer to understand that it also has responsibilities to support the service delivery process. The SLA defines the 'relationship' which of course is a two way entity.

Typically, the customer must arrange for access, facilities and resources for the supplier’s employees who need to work on-site.


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