Service Level Agreements: A Legal and Practical Guide

1: Why do you Need a Service Level Agreement?

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subjective targets which are difficult to

measure).

x Your organisation will need to carefully

consider the matrix of exactly what service

outputs it requires, and then translate these

into services, service levels, targets and

credits, that accurately reflect what it requires.

This process of understanding, codifying and

translating your organisation’s requirements and

desired service outputs and outcomes into

objective service levels and targets, can be a

challenging and time-consuming exercise.

However, it is a good idea to approach the

preparation of the SLA in this way, compared to

your organisation automatically signing up to a

standard untailored SLA that might be tabled by

the supplier, ...