Service Level Agreement Checklist

SLA Toolkit

SLA TOOLKIT

SERVICE LEVEL AGREEMENT

CHECKLIST

Copyright Protected 2002 Easytec Solutions

Service Level Agreement Checklist

SLA Toolkit

Service Level Agreement Check List

This self-assessment Service Level Agreement Checklist will simplify the
checking of your own SLA to ensure satisfactory coverage and content. This
checklist should be reviewed annually to recheck the issues covered and to
ensure continued compliance.

No.

Question

1.0

INTRODUCTION

1.1

Are your services always provided under an SLA?

1.2

Are formal SLA's used for service delivery?

1.3

Are formal SLA's reviewed by a legal advisor?

1.4

Are SLA's formally reviewed periodically?

1.5

Are changes required to the SLA subject to a formal

change procedure?

1.6

Are there formal procedures for preparing SLA's?

1.7

Is the distribution of SLA documents controlled?

1.8

Is the master copy kept in a secure location?

1.9

Do the SLA's cover all services?

2.0

SCOPE OF WORK

2.1

Does the SLA give details of all standard services to

be provided?

2.2

Does the SLA provide details of all non standard

services to be provided?

2.3

2.4

Yes

Does the SLA cover service availability?

Does the SLA state the locations where the services
are to be delivered?

No

Requires
Action

Service Level Agreement Checklist

SLA Toolkit

No.

Question

2.5

Does the SLA include a change control procedure

for making changes to the services being provided?

2.6

Does the SLA allow the supplier to make

adjustments if any delays are caused by the Client?

3.0

PERFORMANCE,TRACKING AND REPORTING

3.1

Does the SLA include information about key

personnel in respect of service delivery or support?

3.2

Does the SLA state how each service will be

monitored?

3.3

Does the SLA include detailed specifications of

benchmarks, targets and metrics?

3.4

Does the SLA specify the nature and frequency of

service level reports?

3.5

Does the SLA include information on service review

meetings including frequency and coverage?

4.0

PROBLEM MANAGEMENT

4.1

Does the SLA include detailed information regarding

support and service desk activities?

4.2

Does the SLA include information on problem

definition and prioritisation?

4.3

Does the SLA specify the nature of the problem

escalation procedures?

5.0

COMPENSATION

5.1

Does the SLA include detailed information on

chargeable fees and reimbursable expenses?

5.2

Does the SLA cover invoicing of chargeable fees

and reimbursable expenses?

Yes

5.3
Does the SLA cover payment terms for charges?

No

Requires
Action

Service Level Agreement Checklist

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No.

Question

5.4

Does the SLA include statements concerning the

payment of taxes arising out of the agreement?

5.5

Does the SLA include notification of penalty interest

for late payments?

6.0

CUSTOMER DUTIES AND RESPONSIBILITIES

6.1

Does the SLA include information on the clients

responsibilities for providing access, facilities and
resources?

6.2

Does the SLA cover Client responsibilities for

providing training to their personnel on operating
technical or specialised equipment?

7.0

WARRANTIES AND REMEDIES

7.1

Does the SLA include a warranty in respect of

quality of service?

7.2

Does the SLA include a indemnification in respect of

supplier negligence?

7.3

Does the SLA include a warranty in respect of copy

rights, patents and trade secrets?

7.4

Does the SLA exclude responsibility for client errors

contributing to such infringements to third party
copy rights, patents or trade secrets?

7.5

Does the SLA include information in respect of

remedies for breaches?

7.6

Does the SLA contain a Force Majeure clause?

8.0

SECURITY

8.1

Does the SLA allow for reasonable physical access

to be provided to the suppliers representative?

Yes

8.2
Does the SLA allow for reasonable technical access

No

Requires
Action

Service Level Agreement Checklist

No.

SLA Toolkit

Question

Yes

to be provided to the suppliers representative?

8.3

Does the SLA require the supplier to comply with

clients security policies?

8.4

Does the SLA contain information about information

and data security measures?

8.5

Does the SLA include information on the suppliers

responsibilities for disaster recovery and business
continuity procedures?

8.6

Does the SLA allow for and authorize the use of

encryption technology?

9.0

INTELLECTUAL PRIOPERT RIGHTS AND

CONFIDENTIAL INFORMATION

9.1

Does the SLA acknowledge intellectual property

rights?

9.2

Does the SLA have clear instructions for the

treatment of confidential information?

9.3

Does the SLA deal; with Court Orders for release of

information?

9.4

Does the SLA deal with confidential records on

termination?

10.0

LEGAL COMPLIANCE & RESOLUTION OF

DISPUTES

10.1

Does the SLA specify the legal jurisdiction?

10.2

Does the SLA cover Export Law compliance?

10.3

Does the SLA encourage informal resolution of

disputes

10.4

Does the SLA cover arbitration?

10.5

Does the SLA cover Limitation of Action?

No

Requires
Action

Service Level Agreement Checklist

SLA Toolkit

No.

Question

10.6

Does the SLA contain a limitation of liability clause?

11.0

TERMINATION

11.1

Does the SLA state termination condition after initial

Agreement term?

11.2

Does the SLA allow termination for convenience?

11.3

Does the SLA cover termination for cause?

11.4

Does the SLA specify payments due on

termination?

12.0

GENERAL

12.1

Does the SLA include information on sending official

notices?

12.2

Does the SLA include a statement on standard of

care?

12.3

Does the SLA cover assignment?

12.4

Does the SLA deal with integration?

12.5

Does the SLA cover Severability?

12.6

Does the SLA include procedures for making

changes to the SLA?

12.7

Does the SLA cover non-solicitation of employees?

12.8

Does the SLA state that attached exhibits or

schedules are an integral part of the Agreement?

Yes

No

Requires
Action

The above issues are supported by the SLA Toolkit which can be used to correct
deficiencies within your own SLA process.