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The Service Level Agreement Zone
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Typical Service Level Agreement Contents:

Performance
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

Definition of Services

This is the most critical section of the Agreement as it describes the services and the manner in which those services are to be delivered. Standard services are often separated from customised services but this distinction is not critical.

The information on the services must be accurate and contain detailed specifications of exactly what is being delivered.


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