service level agreement contract for procurement by derek hendrikz
Post on 08-May-2015
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DESCRIPTIONService 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.
- 1.the procurement contract (Service Level Agreement) derek hendrikz
2. Copyright 2014 Derek Hendrikz Consulting www.derekhendrikz.com 3. Important Aspects of a good Service Level Agreement (SLA) www.derekhendrikz.com 4. clear definitions www.derekhendrikz.com 5. terms of appointment (duration, review, etc.) www.derekhendrikz.com 6. scope of service www.derekhendrikz.com 7. obligations www.derekhendrikz.com 8. remuneration and fees www.derekhendrikz.com 9. termination, cancellation and breach www.derekhendrikz.com 10. confidentiality and intellectual property www.derekhendrikz.com 11. indemnity and liability www.derekhendrikz.com 12. arbitration www.derekhendrikz.com 13. 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 14. 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. www.derekhendrikz.com