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The Service Level Agreement Zone
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Typical Service Level Agreement Contents:

Services Delivered
Problem Management
Customer Duties
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

Performance Management

A key part of a Service Level Agreement deals with monitoring and measuring service level performance. Essentially, every service must be capable of being measured and the results analysed and reported. The benchmarks, targets and metrics to be utilised must be specified in the agreement itself.

The service performance level must be reviewed regularly by the two parties


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