Reduce Risk With Rock-Solid Service-Level Agreements
Hold service providers more accountable to their contractual obligations with meaningful SLA components and remedies.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.Poor SLAs typically lead to poor provider performance and no accountability:
- Service provider is not meeting expectations
- No monitoring or reporting
- Poor or arduous credits and process
Properly defined SLAs will reduce risk and save time and money:
- Provider SLAs that meet your requirements for internal SLAs
- Concise, easy-to-monitor SLOs
- Framework process to manage provider obligations
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Module 1: Understand the Elements of SLAs
The Purpose
Understand key components and elements of an SLA.
Key Benefits Achieved
Properly evaluate an SLA for required elements.
Activities: | Outputs: | |
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1.1 | SLA overview, objectives, SLA types, service levels |
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1.2 | SLA elements and objectives |
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1.3 | SLA components: monitoring, reporting, and remedies |
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1.4 | SLA checklist review |
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Module 2: Create SLA Criteria and Management Framework
The Purpose
Apply knowledge of SLA elements to create internal SLA requirements.
Key Benefits Achieved
- Templated SLAs that meet requirements.
- Framework to manage SLOs.
Activities: | Outputs: | |
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2.1 | Creating SLA criteria and requirements |
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2.2 | SLA templates and policy |
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2.3 | SLA evaluation activity |
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2.4 | SLA Management Framework |
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2.5 | SLA monitoring, tracking, and remedy reconciliation |
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