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Service Level Agreement Meeting

In order for the defined metrics to be useful, it is necessary to define an appropriate baseline, with the measures being adapted to an appropriate and achievable level of performance. It is likely that this baseline will be redefined throughout the parties` participation in the agreement, using the processes defined in the „Regular Review and Amendment“ section of the AA. Most service providers have standard SLAs – sometimes several that reflect different levels of service at different prices – which can be a good starting point for negotiations. However, these should be reviewed and amended by the client and the lawyer, as they are generally inclined to the benefit of the supplier. If your Service Desk team works Monday through Friday during regular business hours, you can`t provide true 24×7 support for every service you offer.


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