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Typical Service Level Agreement Contents:

Services Delivered
Performance
Problem Management
Customer Duties
Warranties & Remedies
Security
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

Disaster Recovery and Business Continuity

Disaster recovery and business continuity can be of critical importance. This fact should be reflected within the SLA.

The topic is disaster recovery is usually embraced within the security section. However, it is also frenquently included within the Problem Management area.

At the highest level, both these areas typically state that there must be adequate provision for disaster recovery and business continuity planning to protect the continuity of the services being delivered.


USEFUL RESOURCES
We have identified a number of web sites which me assist with respect to the following issues:




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