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The Service Level Agreement Zone
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Typical Service Level Agreement Contents:

Services Delivered
Performance
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

Problem Management

The purpose of problem management is to minimise the adverse impact of incidents and problems. This usually specifies that there must be an adequate process to handle and resolve unplanned incidents and that there must also be preventative activity to reduce occurrence of unplanned incidents.

Formal records and logs must be maintained of all incidents and problems.


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