Service Level Agreement (SLA) manages performance tracking information and provides feedback on your service agreement in an organization. SLA can quantify the level of service you receive, from outsourcing and service contracts with outside vendors, and to determine if resources are available when you need them and when an outage occurs. Service Level Management (SLM) collects SLA performance information to track service guarantees; as it is vital to detect a failure of a service guarantee, to reduce the economic impact. It is important for the parties to an outsourcing and SLA to agree on the desired service level and measure and monitor the real results effectively. A solid SLA sets expectations for both parties.
Learn the impact of Covid-19 (Temporary Measures) Act on your contract. How to apply for relief under the new Covid-19 laws? Is your contract covered by the new Covid-19 laws to apply for relief, when you are unable to perform your contractual obligations due to materially caused by Covid-19 event?
1. Why do we need Service Level Agreements (SLA)?
2. Obligations of SLA
3. The SLA document
4. Communication Strategies in Service Level Management (SLM)
5. Managing the Parties
6. Services, Service Levels and Key Performance Indicators
7. Specific Measurement Issues in Typical Outsourcing Activities
8. Clauses in Service Levels Agreements
Managers, contract managers, procurement and finance professionals business account executives , IT professionals and anyone who wants to have an in-depth understanding of how service level agreements works.
Catherine has 35 years of experience in lecturing business law at the NUS Business School, where she was formerly an Associate Professor. She is author of more than 20 books, including titles on Contract Law, E-Commerce Law and Infectious Diseases Law & SARS. She has also contributed and published legal articles in established international journals.
Catherine studied law at Queen Mary College, University of London and graduated with a Master of Laws. She did her pupillage under the Honourable Lady Mary Hogg in London. Catherine is an Advocate & Solicitor of The Supreme Court of Singapore and also a Barrister-at-Law (of Lincoln's Inn), United Kingdom. She is a highly sought-after Trainer, and regularly conducts in-house seminars for hospitals, banks, statutory boards, hotels, commercial firms and companies, clubs and associations