SLA TOOLKIT

Service Level Agreement Checklist SLA Toolkit

Service Level Agreement Checklist SLA Toolkit

SLA TOOLKIT

SERVICE LEVEL AGREEMENT

CHECKLIST

Copyright Protected 2002 Easytec Solutions

Service Level Agreement Check List

This self-assessment Service Level Agreement Checklist will simplify the checking of your own SLA to ensure satisfactory coverage and content. This checklist should be reviewed annually to recheck the issues covered and to ensure continued compliance.

No.QuestionYesNoRequires Action

1.0INTRODUCTION

1.1Are your services always provided under an SLA? FORMCHECKBOX

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1.2Are formal SLA's used for service delivery? FORMCHECKBOX

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1.3Are formal SLA's reviewed by a legal advisor? FORMCHECKBOX

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1.4Are SLA's formally reviewed periodically? FORMCHECKBOX

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1.5Are changes required to the SLA subject to a formal change procedure?

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1.6Are there formal procedures for preparing SLA's?

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1.7Is the distribution of SLA documents controlled?

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1.8Is the master copy kept in a secure location? FORMCHECKBOX

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1.9Do the SLA's cover all services? FORMCHECKBOX

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2.0SCOPE OF WORK

2.1Does the SLA give details of all standard services to be provided?

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2.2Does the SLA provide details of all non standard services to be provided?

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2.3Does the SLA cover service availability? FORMCHECKBOX

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2.4Does the SLA state the locations where the services are to be delivered?

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2.5Does the SLA include a change control procedure for making changes to the services being provided?

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2.6Does the SLA allow the supplier to make adjustments if any delays are caused by the Client?

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3.0PERFORMANCE,TRACKING AND REPORTING

3.1Does the SLA include information about key personnel in respect of service delivery or support?

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3.2Does the SLA state how each service will be monitored?

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3.3Does the SLA include detailed specifications of benchmarks, targets and metrics?

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3.4Does the SLA specify the nature and frequency of service level reports?

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3.5Does the SLA include information on service review meetings including frequency and coverage?

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4.0PROBLEM MANAGEMENT

4.1Does the SLA include detailed information regarding support and service desk activities?

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4.2Does the SLA include information on problem definition and prioritisation?

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4.3Does the SLA specify the nature of the problem escalation procedures?

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5.0COMPENSATION

5.1Does the SLA include detailed information on chargeable fees and reimbursable expenses?

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5.2Does the SLA cover invoicing of chargeable fees and reimbursable expenses?

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5.3Does the SLA cover payment terms for charges?

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5.4Does the SLA include statements concerning the payment of taxes arising out of the agreement?

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5.5Does the SLA include notification of penalty interest for late payments?

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6.0CUSTOMER DUTIES AND RESPONSIBILITIES

6.1Does the SLA include information on the clients responsibilities for providing access, facilities and resources?

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6.2Does the SLA cover Client responsibilities for providing training to their personnel on operating technical or specialised equipment?

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7.0WARRANTIES AND REMEDIES

7.1Does the SLA include a warranty in respect of quality of service?

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7.2Does the SLA include a indemnification in respect of supplier negligence?

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7.3Does the SLA include a warranty in respect of copy rights, patents and trade secrets?

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7.4Does the SLA exclude responsibility for client errors contributing to such infringements to third party copy rights, patents or trade secrets?

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7.5Does the SLA include information in respect of remedies for breaches?

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7.6Does the SLA contain a Force Majeure clause? FORMCHECKBOX

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8.0SECURITY

8.1Does the SLA allow for reasonable physical access to be provided to the suppliers representative?

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8.2Does the SLA allow for reasonable technical access to be provided to the suppliers representative?

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8.3Does the SLA require the supplier to comply with clients security policies?

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8.4Does the SLA contain information about information and data security measures?

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8.5Does the SLA include information on the suppliers responsibilities for disaster recovery and business continuity procedures?

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8.6Does the SLA allow for and authorize the use of encryption technology?

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9.0INTELLECTUAL PRIOPERT RIGHTS AND CONFIDENTIAL INFORMATION

9.1Does the SLA acknowledge intellectual property rights?

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9.2Does the SLA have clear instructions for the treatment of confidential information?

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9.3Does the SLA deal; with Court Orders for release of information?

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9.4Does the SLA deal with confidential records on termination?

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10.0LEGAL COMPLIANCE & RESOLUTION OF DISPUTES

10.1Does the SLA specify the legal jurisdiction? FORMCHECKBOX

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10.2Does the SLA cover Export Law compliance? FORMCHECKBOX

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10.3Does the SLA encourage informal resolution of disputes

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10.4Does the SLA cover arbitration? FORMCHECKBOX

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10.5Does the SLA cover Limitation of Action? FORMCHECKBOX

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10.6Does the SLA contain a limitation of liability clause? FORMCHECKBOX

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11.0TERMINATION

11.1Does the SLA state termination condition after initial Agreement term?

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11.2Does the SLA allow termination for convenience? FORMCHECKBOX

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11.3Does the SLA cover termination for cause? FORMCHECKBOX

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11.4Does the SLA specify payments due on termination?

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12.0GENERAL

12.1Does the SLA include information on sending official notices?

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12.2Does the SLA include a statement on standard of care?

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12.3Does the SLA cover assignment? FORMCHECKBOX

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12.4Does the SLA deal with integration? FORMCHECKBOX

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12.5Does the SLA cover Severability? FORMCHECKBOX

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12.6Does the SLA include procedures for making changes to the SLA?

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12.7Does the SLA cover non-solicitation of employees? FORMCHECKBOX

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12.8Does the SLA state that attached exhibits or schedules are an integral part of the Agreement?

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The above issues are supported by the SLA Toolkit which can be used to correct deficiencies within your own SLA process.

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