Contracts SLA Checklist

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Contracts SLA Checklist
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Overall

• Does the SLA
• Provides commitment to product development
• Defines processes for fault resolution
• Defines processes for change management
• Define additional services
• Allow for quantified service measurement
• Allow for a formal review of performance

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Product Development

• Does the SLA
• Tie the supplier to a schedule for new releases?
• Give the client the right to veto upgrades if
  costs are excessive or functionality is lost
• Give the client a reasonable acceptance period to
  confirm the new release works as intended
• Commit the supplier to maintain the last release
  accepted by the client
• Force the supplier to address regulatory changes

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Change Management

• Does the SLA
• Change Request (Client) including IPR
• Estimate for initial analysis Impact statement
  (Supplier lt 21 days)
• User specification (Client)
• Technical specification (Supplier)
• Development (Supplier)
• Acceptance as for main product

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Fault Fix Process

• Does the SLA
• Category 1, 2, 3 Faults
• Fault Report (Client)
• Initial response (Cat 1 - 30 mins)
• Update on progress (Cat 1 -2 hours)
• On-site attendance (Cat 1 - 2 hours)
• Fix target (48 hours / 14 days / 2nd rel)
• Maximum outstanding (1/4/50)
• Fault fix rate measured

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Performance Measurement

• Quarterly formal review
• Supplier provide reports on fault fix, query
  resolution and development progress
• Escalation path defined
• Persistent failure to deliver service breaches
  SLA
• Breach of main agreement if SLA is breached

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Contracts SLA Checklist