service level agreement contract for procurement by derek hendrikz
DESCRIPTION
Service level agreement, SLA, contract by Derek Hendrikz. Definitions, terms, appointment, scope, service, obligations, remuneration, fees, termination, cancellation, breach, confidentiality, intelectual property, indemnity, liability, arbitration, non-performance, performance.TRANSCRIPT
Copyright © 2014
Derek Hendrikz Consulting
www.derekhendrikz.com
Important Aspects of a good Service Level Agreement (SLA)
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terms of
appointment
(duration,
review, etc.)
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remuneration
and fees
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termination,
cancellation and
breach
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confidentiality
and intellectual
property
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indemnity and
liability
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Communicating Performance Criteria
• Obligations of both parties should be clearly set out in the
Service Level Agreement (SLA);
• Outcomes (that which must be achieved) must be clearly stated
and defined;
• All supplier performance must be project based, preferably a
project plan from the supplier must be demanded;
• The SLA must make provision for feedback intervals; and
• Payments to the provider must be subdivided into payments for
outcomes achieved. www.derekhendrikz.com
Working with non-performance in the SLA
• Insert a penalty cost for non-correct delivery.
• Develop coordination instruments and
monitoring processes.
• Develop and define quantitative analysis
instruments.
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