Service Level Agreement

Template to Purchase..

What is a Service Level Agreement?

Service level agreements (SLAs) are agreements or contracts with suppliers that define the service they must provide and the level to be delivered also setting out the responsibilities and priorities.

SLAs can be used in any supplier contract where a service is being provided and are themselves contractual obligations and are often built into a contract in the form of one or more clauses or as an entire section.

A Typical SLA would contain the following:
• The standards of service
• The timetable for delivery
• Respective responsibilities of supplier and customer
• Key performance Indicators
• Provisions for legal and regulatory compliance
• Mechanisms for monitoring and reporting of service 
• Payment terms 
• How disputes will be resolved 
• Confidentiality and non-disclosure provisions 
• Termination conditions

Why do you need a Service Level Agreement?

When bidding for a public or private sector tender you may be asked to present an SLA based around the specification of the contract you are tendering for. It also illustrates you have experience of working towards critical components of other contracts.

Organisations typically measure a suppliers performance against the criteria set out in the Service Level Agreement.

What can we offer?

Klick Business Solutions can provide a copy of an example Service Level Agreement that you can tailor and use to your exact requirements.

We can also liaise with you and compose an SLA for new or existing contracts for your organisation if you wish?

For more details on Service level Agreements, please contact us here.

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