Service Level Agreements (SLAs)
The growth of outside contracts with services providers and other third-party vendors is placing greater pressures on service providers to develop comprehensive sets of SLAs (service-level agreements) to help manage the services contracted for, and to ensure that full value is delivered to the end business.
Service-level agreement (SLA) is a contract between a service provider and a customer. Specifies, usually in measurable terms, what services the service provider will furnish.
Although an SLA is an excellent expectations-management mechanism, it is important to manage your own expectations of what it can realistically accomplish.
This workshop will discuss the definition, contents, uses, benefits and general outcomes of a Service Level Agreement.
At the end of this workshop, participants should be familiar with:
- The value of an SLA
- The sources of SLA provision
- The steps for establishing an SLA
- The key components of an SLA
What is an SLA?
Why Do I Need SLAs
Who Provides the SLA?
What’s in an SLA?
What Are Key Components of an SLA?
Is an SLA Transferable?
How Can I Verify Service Levels?
What Kind of Metrics Should be Monitored?
What should I consider when selecting metrics for my SLA?
What Uptime Provisions are Typical for Network Service
When Should We Review our SLAs?