A service level agreement (SLA), sometimes used as a service level schedule, setting out measurable performance standards, response times, and remedies for a services relationship. Can be used as a standalone document or as a schedule to your MSA.
What's included
- A consultation to understand the service being provided and the performance metrics that matter.
- Drafting of an SLA covering service levels, KPIs, response times, escalation procedures, reporting, credits, and remedies for underperformance.
- One round of revisions based on your feedback.
- Final version ready to use.
What's not included
- The underlying services agreement (see MSA or Contract Drafting).
- Negotiation with the other party beyond the scope described above.
- Tax advice (including VAT, corporation tax, income tax, capital gains tax, and stamp duty).
A service level agreement (SLA), sometimes used as a service level schedule, setting out measurable performance standards, response times, and remedies for a services relationship. Can be used as a standalone document or as a schedule to your MSA.
What's included
- A consultation to understand the service being provided and the performance metrics that matter.
- Drafting of an SLA covering service levels, KPIs, response times, escalation procedures, reporting, credits, and remedies for underperformance.
- One round of revisions based on your feedback.
- Final version ready to use.
What's not included
- The underlying services agreement (see MSA or Contract Drafting).
- Negotiation with the other party beyond the scope described above.
- Tax advice (including VAT, corporation tax, income tax, capital gains tax, and stamp duty).