A Guide to IT Contracting, 2nd Edition

Chapter 9

Service Level Agreements

CHECKLIST

Common Provisions in Terms and Conditions

• □ Root cause analysis

  • – Identify reasons for failure

  • – Develop corrective action plan

  • – Implement preventative corrections

• □ Cost and efficiency reviews

• □ Continuous improvements to service levels

• □ Termination for failure to meet service levels

• □ Cooperation

Common Provisions in Service Level Agreements and Attachments

• □ Measurement window

• □ Reporting requirements

• □ Maximum monthly at-risk amount

• □ Performance credits

  • – Specify amount or percentage

  • – Total category allocation pools

  • – Specify parameters, including timing and notice requirements

• □ Presumptive service levels

• □ Exceptions to service levels

• □ Supplier responsibilities

• □ Additions, ...