1

Six Point High Level Checklist

• Clearly identify the parties.

• Preamble, Recitals, or Introductions (Pros and Cons of Recitals).

• Duties of each party stated, distinguished, and clarified.

• Any conditional obligations stated and condition identified

• Human Resources, Information Technology, Fiscal, and Legal issues identified and addressed with preferred solutions.

• Effective date, term, signatory authority

2

Examples

• Background Clause

• Purposes Clause

3

• Framework for Financial Support

• Funding Limitations Clause

• Program Funding Clause

Examples

4

What is a Service Level Agreement

• Define specific services, timeframes, performance targets, & responsibilities.

• Effectively aligns services with business needs and objectives

• Represents a critical component to disciplined service management practices.

5

Value of Service Level Agreements

• Sets expectations• Establishes specific services under defined conditions.• Identifies conditions and the level of services to be

provided.• Establishes defined timeframes (i.e. response times,

period of time for an engagement, etc.)• Ensures resources are available when and where

needed.• Establishes performance targets, and measurement and

reporting mechanisms.• Defines clear responsibilities• Improves communication• Establishes clear accountabilities• Promote discipline in service delivery management.