What are service level agreements?

A service level agreement (SLA) operates to collate information on all the services to be provided in a contract and the terms agreed between businesses. This document provides a measure of protection to each contracting party as well as clarity of legitimate expectation- to avoid potential claims for misinterpretation.

An SLA is critical when outsourcing parts of your business processes to third parties, external suppliers or departments, and must clearly detail all aspects related to pricing, quality of service delivery, timing of delivery as well as customer experience. The SLA is drafted in such a way that involves providing remedies when service level expectations are not met.

The Key Performance Indicators (KPIs) or metrics by which the services may be measured are also detailed in an SLA and each level of service may be phased into stages or phase; and the payments for each stage or phase met via a fixed-fee or hourly rate agreement.

Hillary Cooper Law
go above and beyond
to get you the desired
legal outcome

How can Hillary Cooper Law help with Service Level Agreements?

Our team of legal experts can advise on all aspects of service level agreements to ensure every detail is catered to for your protection. It is critical that SLA’s are drafted accurately and with high level of attention ot detail to avoid complications that may occur throughout the business process. At Hillary Cooper Law, we can guide you through the key terms applicable to the SLA for different industry sectors; and we can negotiate thse terms on your behalf where necessary to ensure that you get a watertight agreement that is fit for purpose.