Benefits of a SLA Contract
- States the business objectives to be achieved in the provision of the services
- Describes in detail the service deliverables
- Defines the performance standards the customer expects in the provision of the services by the service provider
- Provides an ongoing reporting mechanism for measuring the expected performance standards
- Provides a remedial mechanism and compensation regime where performance standards are not achieved, whilst incentivising the service provider to maintain a high level of performance
- Provides a mechanism for review and change to the service levels over the course of the contract
- Gives the customer the right to terminate the contract where performance standards fall consistently below an acceptable level