KSM provides two types of services related to Service Level Agreements:

  • Definition
  • Negotiation / Evaluation

The definition of an SLA includes:

  • Identifying which services should be included in the SLA
  • Identifying which services should NOT be included in the SLA
  • Identifying how these services should be measured
  • Definition of general language and terms
  • Definition of SLA structure

The evaluation / negotiation of an SLA includes:

  • Predefining and clarifying which services should be included in the SLA prior to negotiations
  • Identifying how these services should be measured (to what extent will the results of the metrics be used?)
  • Verifying if the required services are included in the SLA
  • Evaluation of general language and terms (clarity)
  • Verifying if the SLA is in the best interest of the customer (are you getting the best / most for your money)
  • Penalties and bonuses
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