Welcome to this week’s Third Party Thursday! My name is Ashley Roberts and I’m a Relationship Manager and Paralegal here at Venminder. Today we’ll be talking about service level agreements, also known as SLAs.
So, what is the purpose of a SLA and when might you need one?
A SLA is a written contract piece between your company and a service provider (either internal or external) that describes the level of service required of the service provider. SLAs must be perfectly clear in defining what the company or the company’s customer should expect to receive. Vague SLAs can really create confusion in terms of what sort of follow up is required and what the anticipated reports might look like.
A model SLA should include the following along with adequate reporting to support the metrics that define levels of service:
Make sure to think about these 7 items when reviewing your vendor contracts. Again, I’m Ashely and thanks for tuning in to this week’s third party Thursday; if you haven’t already done so, please subscribe to our series.