SLA - Service Level Agreement

This is a useful course that clearly explains how a Service Level Agreement (SLA) is a written document that sets out the service(s) a provider will deliver to a client. It identifies what has been agreed and the expected level of service and how service performance and standards will be measured. In this course psychologist Eve Ash explains how SLAs work and the essential steps in developing them.

Learn about a Service Level Agreement (SLA) and what it comprises;
Discover who is responsible for the SLA delivery;
Determine what the service consists of and the targets and deliverables expected;
Clarify milestones, dates and how the service's progress is tracked;
Discover how performance is measured, reviewed and signed off at each stage;
Consider remedies or penalties if agreed service levels are not achieved and bonuses for outstanding performance;