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In a world where every client depends on IT functions – web site hosting, e-commerce, telecom, storing files remotely in the Cloud, or on locally leased servers, e-mail and much more – and when most of these functions are outsourced or provided by vendors, Service Level Agreements (SLAs) are of paramount importance.
SLAs set benchmarks for these services – what uptime is expected and for how long, what happens when something goes down, how is service measured and reported? The operation of every business and every law firm rests on the answer to these questions.
This program provides a practical guide to reviewing, drafting and negotiating SLAs for client IT functions.
- Purpose of SLAs – ensuring clients get benefit of bargain, incentivizing providers
- Types of services – locally installed v. the Cloud
- Service availability – uptime, guarantees, exclusions
- Service performance – minimum v. expected service, resolution time v. resolution goals
- Special considerations when drafting for the Cloud
- Common failures, damages, and remedies