Service Level Agreements - Getting What You Paid For

Introduction

When organisations contract with suppliers it is often easy to assume that the services will be as expected.

However, particularly in long term or high value contracts:

• Bidders can sometimes promise more than they can deliver just to win the bid
• The winning bidders’ services can meet expectations at the start but can then deteriorate over months and years
• Due to staff changes at the customer and supplier organisations it may be difficult to keep track of what was expected at the start
• The customer can end up simply getting used to the lower level of services because they have not actually noticed the deterioration over time

To counter some of the above issues many organisations put in SLAs to ensure that they get the services to the standard and quality that they have paid for.

SLAs have become particularly important during and following the pandemic as customer and supplier staff often work remotely.

What You Will Learn

This webinar will cover the following:

• How SLAs should be updated to cater for post-pandemic issues
• Understanding more about how SLAs should cater for GDPR

This webinar was recorded on 13th December 2023