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SERVICE LEVEL SERVICE LEVEL AGREEMENTS AGREEMENTS SLA TRAINING GUIDE Copyright 2002 Easytec Solutions

SLA - Training Guide 1.0

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Page 1: SLA - Training Guide 1.0

SERVICE LEVEL SERVICE LEVEL AGREEMENTSAGREEMENTS

SLA TRAINING GUIDE

Copyright 2002

Easytec Solutions

Page 2: SLA - Training Guide 1.0

What should the SLA cover?What should the SLA cover?

Introduction and purposeServices to be deliveredPerformance, Tracking and ReportingProblem ManagementFees and ExpensesCustomer Duties and Responsibilities

Page 3: SLA - Training Guide 1.0

What should the SLA cover?What should the SLA cover?

Warranties and RemediesSecurityIPR and Confidential InformationLegal Compliance and Resolution of

DisputesTermination

Page 4: SLA - Training Guide 1.0

Using Schedules or ExhibitsUsing Schedules or Exhibits

Specific information relating to the relationship between the Customer and Supplier is best included in Schedules or Exhibits attached to the main Agreement.

Reference is normally made in the main body of the Agreement to the respective Schedules or Exhibits to simplify the Agreement clauses.

Page 5: SLA - Training Guide 1.0

Typical Information to go in Typical Information to go in Schedules or ExhibitsSchedules or Exhibits

A. Specifications of standard services

B. Specifications of customised services

C. Service availability specifications

D. Location of service delivery

E. Change control procedures for services

F. Service monitoring and performance measures

Page 6: SLA - Training Guide 1.0

Typical Information to go in Typical Information to go in Schedules or ExhibitsSchedules or Exhibits

G. Specification of service level reports

H. Service Desk and other support criteria

I. Problem escalation procedures

J. Detailed fees and expense schedules

K. Scale of any penalties or refunds

L. Addresses for Notices

M. Procedure for changing the Agreement

Page 7: SLA - Training Guide 1.0

Understanding the SLAUnderstanding the SLA

In the next set of slides we will give additional information on the topics to be included within the SLA.

These topics are all covered in detail within other components included in the SLA Toolkit

Page 8: SLA - Training Guide 1.0

Introduction and PurposeIntroduction and Purpose

This introductory section of the SLA agreement covers the following key topics:– Purpose and Objectives – Information on the two parties– Commencement and duration– Definitions

Page 9: SLA - Training Guide 1.0

Introduction and Purpose Introduction and Purpose ExplainedExplained

The Introduction states the reasons for having an SLA and defines key aspects of the agreement

It specifies the two parties involved and includes a commencement date and duration

It includes a definitions section that describes terms used in the Agreement

Page 10: SLA - Training Guide 1.0

Services to be DeliveredServices to be Delivered

The Services section of the SLA agreement is supported by Schedules A, B, C ,D & E and covers the following key topics:– Standard services– Non-standard services– Service availability– Location of Delivery– Changes to services

Page 11: SLA - Training Guide 1.0

Services to be Delivered Services to be Delivered section – Explainedsection – Explained

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.

Page 12: SLA - Training Guide 1.0

Performance, Tracking and Performance, Tracking and ReportingReporting

This section of the SLA agreement is supported by Schedules F & G and covers the following key topics:– Key personnel information– Monitoring of services– Benchmarks, targets and metrics– Service level reporting– Service review meetings

Page 13: SLA - Training Guide 1.0

Performance, Tracking and Performance, Tracking and Reporting ExplainedReporting Explained

A key part of the Agreement which deals with monitoring and measuring service level performance

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

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

Page 14: SLA - Training Guide 1.0

Problem ManagementProblem Management

This section of the SLA agreement is supported by Schedules H &I and covers the following key topics:

– Service Desk and other support criteria

– Problem definition

– Problem escalation

Page 15: SLA - Training Guide 1.0

Problem Management Problem Management ExplainedExplained

The purpose of problem management is to minimise the adverse impact of incidents and problems

There must be an adequate process to handle and resolve unplanned incidents

The must be preventative activity to reduce occurrence of unplanned incidents

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

Page 16: SLA - Training Guide 1.0

Fees and ExpensesFees and Expenses

This section of the SLA agreement is supported by Schedule J and covers the following key topics:– Fees for standard or non-standard services– Reimbursable expenses– Invoices and payment terms– Taxes payable– Interest for late payments

Page 17: SLA - Training Guide 1.0

Fees and Expenses Section Fees and Expenses Section ExplainedExplained

Both parties need to discuss and agree on compensation levels for the Supplier

The basis of calculation for the costs of supplying the services need to be understood by both parties

The terms of payment need to be clearly stated

Treatment of tax and interest on late payments need to be agreed.

Page 18: SLA - Training Guide 1.0

Customer Duties and Customer Duties and ResponsibilitiesResponsibilities

This section of the SLA agreement covers the following key topics:

– Processing and authorising invoices

– Access, facilities and resources

– Training on specialised equipment or tasks

– Approvals and information

Page 19: SLA - Training Guide 1.0

Key Customer Duties and Key Customer Duties and Responsibilities ExplainedResponsibilities Explained

The Customer has to understand that it also has responsibilities to support the service delivery process

The Customer must arrange for access, facilities and resources for the Supplier’s employees who need to work on-site

The Customer must arrange for adequate training of its employees to meet health and safety requirements

Page 20: SLA - Training Guide 1.0

Warranties and RemediesWarranties and Remedies

This section of the SLA agreement is supported by Schedule K and covers the following key topics: – Service quality– Indemnities– Third part claims– Remedies for breaches– Exclusions– Force majeure

Page 21: SLA - Training Guide 1.0

Warranties and Remedies Warranties and Remedies ExplainedExplained

In the event that the service delivery is not of the promised standard, the Supplier should provide warranties and remedies

These warranties and remedies usually cover service quality, breaches of the Agreement and third party claims as a minimum.

The Agreement is likely to have a Force Majeure clause covering events outside the control of either party.

Page 22: SLA - Training Guide 1.0

SecuritySecurity

This section of the SLA agreement covers the following key topics: – Physical access– Logical access– Compliance with Customer’s security policies– Information and data security measures– Disaster recovery– Encryption

Page 23: SLA - Training Guide 1.0

Security ExplainedSecurity Explained

Security is a particularly critical feature of any SLA

The Client must provide controlled physical and logical access to its premises and information

The Supplier must respect and comply with the Client’s security policies and procedures

There must be adequate provision for disaster recovery and business continuity planning to protect the continuity of the services being delivered.

Page 24: SLA - Training Guide 1.0

IPR and Confidential IPR and Confidential InformationInformation

This section of the SLA agreement covers the following key topics:

– Intellectual Property Rights (IPR)

– Confidentiality

– Responding to Court Orders

– Destruction of data and records

Page 25: SLA - Training Guide 1.0

IPR and Confidential IPR and Confidential Information explainedInformation explained

The intellectual property rights of either party needs to acknowledged

Both parties are likely to have access to confidential information about the other party and this confidentiality need to be protected

Both parties need to comply with Court Orders to supply information about the other party

The treatment of confidential information at the end of the Agreement needs to be covered

Page 26: SLA - Training Guide 1.0

Legal Compliance and Legal Compliance and Resolution of DisputesResolution of Disputes

This section of the SLA agreement covers the following key topics: – Legal jurisdiction– Export regulations– Informal dispute resolution– Arbitration issues– Limitation of action clause– Limitation of liability clause

Page 27: SLA - Training Guide 1.0

Legal Compliance and Legal Compliance and Dispute Resolution ExplainedDispute Resolution Explained

The legal jurisdiction for the Agreement needs to be determined in order that it may be enforced

Most Governments have stringent export regulations and these need to be enforced.

There needs to be agreement on the use of informal methods for dispute resolution and also on the use of arbitration

There is usually a limitation of liability clause to restrict the total liability of the supplier and the customer

Page 28: SLA - Training Guide 1.0

Ending the AgreementEnding the Agreement

This section of the SLA agreement covers the following key topics:

– Termination at end of initial term

– Termination for convenience

– Termination for cause

– Payments on termination

Page 29: SLA - Training Guide 1.0

Termination Issues ExplainedTermination Issues Explained

All Agreements must include a means by which the Agreement may be ended

This section provides information on how the Agreement is to ended after the end of the initial term, in the event of due cause by either party and in the event that either party wishes to discontinue the arrangement.

It also covers the issues of payments to be made in the event of Agreement termination

Page 30: SLA - Training Guide 1.0

General Agreement ClausesGeneral Agreement Clauses

This section of the SLA agreement is supported by Schedules L & M and covers the following key topics:

– Notices– Standard of care– Assignment– Entire Agreement– Severability– Changes to Agreement– Non-solicitation

Page 31: SLA - Training Guide 1.0

General Clause Section General Clause Section ExplainedExplained

This general section is to cover some of the legal issues required in any formal Agreement

It provides a legal basis for the document to ensure enforceability where required

It includes also a clause on non-solicitation to ensure both parties avoid poaching employees of the other party.

Page 32: SLA - Training Guide 1.0

Discussions and MeetingsDiscussions and Meetings

The SLA process is one of negotiation and discussion

The SLA provides the framework for such meetings

Potential issues and problems can be discussed before they occur

Outcomes are more certain and expectations more realistic

Page 33: SLA - Training Guide 1.0

Regular SLA ReviewsRegular SLA Reviews

Defining the SLA is a dynamic processThe SLA will need to be updated as the

Customer’s business needs changeThe SLA should be reviewed in its entirety

at least twice a yearThe effectiveness of performance

measuring criteria should be reviewed at least annually

Page 34: SLA - Training Guide 1.0

Preparing your own Preparing your own Service Level AgreementService Level Agreement

You should now be more familiar with the structure and required framework of an SLA

The SLA Toolkit provides interactive SLA templates together with guidance and instructions for preparing each section of the SLA

Do remember to get a legal specialist to review the final SLA to ensure that the SLA is will stand up to a legal challenge