Service Level Agreements solicitors in London and Essex
Service level agreements – also referred to as SLAs – are used to ensure that a service provider performs the services to a required standard and set out the consequences of a failure to do so.
In this regard, underperformance by the service provider is likely to result in a reduction in payments due.
A key aspect of a service level agreement is the use of service levels and service credits to ensure that the service provider performs to the required standard, and to prevent or rectify poor performance.
Commonly, service levels are not intended to cover every aspect of the services to be provided but focus on the services that are of most importance and value to the customer. Service levels are normally measured by reference to key performance indicators – also referred to as KPIs.
Service level agreements can be complex documents. The terms can alter considerable but should carefully consider key issues including:
- Defining the services to be provided
- Setting out the standards of service to be expected
- Defining the scope and extent of the service levels, by reference to the KPIs
- Entitlement to service credits
- Payments and the right to make deductions
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