Service level agreement SLA - Revision history

Designing Buildings at 10:06, 3 August 2022

2022-08-03T10:06:00Z

← Older revision		Revision as of 10:06, 3 August 2022
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	* Software as a Service SaaS.		* Software as a Service SaaS.

−	[[Category:DCN_Definition]] [[Category:DCN_Guidance]] [[Category:DCN_Template]] [[Category:Contracts_/_payment]] [[Category:Procurement]]	+	[[Category:DCN_Definition]] [[Category:DCN_Guidance]] [[Category:DCN_Template]] [[Category:Contracts_/_payment]] [[Category:Operations]] [[Category:Procurement]]

Designing Buildings at 06:10, 13 October 2020

2020-10-13T06:10:01Z

← Older revision		Revision as of 06:10, 13 October 2020
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	* Software as a Service SaaS.		* Software as a Service SaaS.

−	[[Category:Contracts_/_payment]] [[Category:Procurement]]	+	[[Category:DCN_Definition]] [[Category:DCN_Guidance]] [[Category:DCN_Template]] [[Category:Contracts_/_payment]] [[Category:Procurement]]

Editor at 16:43, 15 June 2020

2020-06-15T16:43:20Z

← Older revision		Revision as of 16:43, 15 June 2020
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	* The [[Service_level_specification\|service level specification]], setting out the minimum acceptable standards required.		* The [[Service_level_specification\|service level specification]], setting out the minimum acceptable standards required.

−	~~= Find out more =~~	+	= Related articles on Designing Buildings Wiki =
−		+
−	=== Related articles on Designing Buildings Wiki ===	+

	* Appointing consultants.		* Appointing consultants.
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	* Procurement route.		* Procurement route.
	* Service level specification.		* Service level specification.
		+	* Software as a Service SaaS.

	[[Category:Contracts_/_payment]] [[Category:Procurement]]		[[Category:Contracts_/_payment]] [[Category:Procurement]]

Editor at 11:03, 27 July 2017

2017-07-27T11:03:14Z

← Older revision		Revision as of 11:03, 27 July 2017
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	* Construction contracts.		* Construction contracts.
	* Facilities management.		* Facilities management.
		+	* Internal contract.
	* Key performance indicators.		* Key performance indicators.
	* Procurement route.		* Procurement route.

Editor at 11:11, 15 June 2017

2017-06-15T11:11:03Z

← Older revision		Revision as of 11:11, 15 June 2017
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	A service level agreement (SLA) sets out in detail what a service provider is required to provide as part of the agreement and the standard that the services they provide must achieve.		A service level agreement (SLA) sets out in detail what a service provider is required to provide as part of the agreement and the standard that the services they provide must achieve.

−	Service level agreements can be prepared within an organisation, describing the services required from an in-house team or department, or they may be used for the outsourcing of services, such as facilities management services. This might include; property management, inspection and repair services, planned and responsive maintenance, cleaning, portering, security, ICT services and so on.	+	Service level agreements can be prepared within an organisation, describing the services required from an in-house team or department, or they may be used for the outsourcing of services, such as facilities management services.
		+
		+	This might include; property management, inspection and repair services, planned and responsive maintenance, cleaning, portering, security, ICT services, and so on.

	The SLA might set out:		The SLA might set out:

Editor at 12:03, 8 February 2017

2017-02-08T12:03:37Z

← Older revision		Revision as of 12:03, 8 February 2017
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	* The service level agreement, setting out the services required.		* The service level agreement, setting out the services required.
−	* The service level specification, setting out the minimum acceptable standards required.	+	* The [[Service_level_specification\|service level specification]], setting out the minimum acceptable standards required.

	= Find out more =		= Find out more =
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	* Key performance indicators.		* Key performance indicators.
	* Procurement route.		* Procurement route.
		+	* Service level specification.

	[[Category:Contracts_/_payment]] [[Category:Procurement]]		[[Category:Contracts_/_payment]] [[Category:Procurement]]

Editor at 11:03, 8 February 2017

2017-02-08T11:03:43Z

← Older revision		Revision as of 11:03, 8 February 2017
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−
	A service level agreement (SLA) sets out in detail what a service provider is required to provide as part of the agreement and the standard that the services they provide must achieve.		A service level agreement (SLA) sets out in detail what a service provider is required to provide as part of the agreement and the standard that the services they provide must achieve.

Line 5:		Line 4:

	The SLA might set out:		The SLA might set out:
−	*The overall objectives and priorities for the services to be provided.	+
−	*A detailed description of the individual services required, setting out included and excluded services.	+	* The overall objectives and priorities for the services to be provided.
−	*The performance standards required for each service (such as availability and responsiveness).	+	* A detailed description of the individual services required, setting out included and excluded services.
−	*Key performance indicators.	+	* The performance standards required for each service (such as availability and responsiveness).
−	*Penalties for failing to achieve the required services levels.	+	* Key performance indicators.
−	*Incentives for high levels of performance.	+	* Penalties for failing to achieve the required services levels.
−	*Safety rules.	+	* Incentives for high levels of performance.
−	*Emergency procedures.	+	* Safety rules.
−	*Legislative requirements.	+	* Emergency procedures.
−	*Complaints procedures.	+	* Legislative requirements.
−	*Insurance requirements.	+	* Complaints procedures.
−	*Agreement period.	+	* Insurance requirements.
−	*Termination rights.	+	* Agreement period.
−	*Charging arrangements.	+	* Termination rights.
−	*Price review mechanisms.	+	* Charging arrangements.
−	*Details of key personnel, contract administration, monitoring, reporting, meeting requirements and so on.	+	* Price review mechanisms.
−	*Change control procedures.	+	* Details of key personnel, contract administration, monitoring, reporting, meeting requirements and so on.
		+	* Change control procedures.

	This is a legal agreement, and it is very important that the client considers what it should contain and is happy with the terms agreed. Standard agreements provided by the service provider might not adequately represent the client’s requirements.		This is a legal agreement, and it is very important that the client considers what it should contain and is happy with the terms agreed. Standard agreements provided by the service provider might not adequately represent the client’s requirements.
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	Service level agreements tend to specify the outputs required from the service, rather than defining how the service should be provided. They may be divided into two components:		Service level agreements tend to specify the outputs required from the service, rather than defining how the service should be provided. They may be divided into two components:
−	*The service level agreement, setting out the services required.	+
−	*The service specification, setting out the minimum acceptable standards required.	+	* The service level agreement, setting out the services required.
		+	* The service level specification, setting out the minimum acceptable standards required.

	= Find out more =		= Find out more =

	=== Related articles on Designing Buildings Wiki ===		=== Related articles on Designing Buildings Wiki ===
−	*Appointing consultants.
−	*BIM and facilities management.
−	*Construction contracts.
−	*Facilities management.
−	*Key performance indicators.
−	*Procurement route.

−	[[Category:Contracts_/_payment]]	+	* Appointing consultants.
−	[[Category:Procurement]]	+	* BIM and facilities management.
		+	* Construction contracts.
		+	* Facilities management.
		+	* Key performance indicators.
		+	* Procurement route.
		+
		+	[[Category:Contracts_/_payment]] [[Category:Procurement]]

Designing Buildings: moved Service level agreement to Service level agreement SLA

2015-06-18T09:35:00Z

moved Service level agreement to Service level agreement SLA

← Older revision

Revision as of 09:35, 18 June 2015

Designing Buildings at 09:34, 18 June 2015

2015-06-18T09:34:48Z

← Older revision		Revision as of 09:34, 18 June 2015
Line 35:		Line 35:
	=== Related articles on Designing Buildings Wiki ===		=== Related articles on Designing Buildings Wiki ===
	*Appointing consultants.		*Appointing consultants.
		+	*BIM and facilities management.
	*Construction contracts.		*Construction contracts.
		+	*Facilities management.
	*Key performance indicators.		*Key performance indicators.
	*Procurement route.		*Procurement route.

Designing Buildings at 09:33, 18 June 2015

2015-06-18T09:33:29Z

← Older revision		Revision as of 09:33, 18 June 2015
Line 1:		Line 1:

		+	A service level agreement (SLA) sets out in detail what a service provider is required to provide as part of the agreement and the standard that the services they provide must achieve.

−	~~A service level agreement (SLA) sets out in detail what a service provider is required to provide as part of the agreement and the standard those services must achieve.~~	+	Service level agreements can be prepared within an organisation, describing the services required from an in-house team or department, or they may be used for the outsourcing of services, such as facilities management services. This might include; property management, inspection and repair services, planned and responsive maintenance, cleaning, portering, security, ICT services and so on.
−		+
−	Service level agreements can be prepared within an organisation, describing the services required from an in-house team, ~~but~~ they ~~are often~~ used for the outsourcing of services, such as facilities management services. This might include; property management, inspection and repair services, planned and responsive maintenance, cleaning, portering, security, ICT services and so on.	+

	The SLA might set out:		The SLA might set out:
	*The overall objectives and priorities for the services to be provided.		*The overall objectives and priorities for the services to be provided.
−	*A detailed description of the individual services required setting out included and excluded services.	+	*A detailed description of the individual services required, setting out included and excluded services.
	*The performance standards required for each service (such as availability and responsiveness).		*The performance standards required for each service (such as availability and responsiveness).
	*Key performance indicators.		*Key performance indicators.
Line 19:		Line 18:
	*Agreement period.		*Agreement period.
	*Termination rights.		*Termination rights.
−	*Charging ~~Arrangements~~.	+	*Charging arrangements.
−	*Price review ~~mechanism~~.	+	*Price review mechanisms.
	*Details of key personnel, contract administration, monitoring, reporting, meeting requirements and so on.		*Details of key personnel, contract administration, monitoring, reporting, meeting requirements and so on.
	*Change control procedures.		*Change control procedures.
Line 26:		Line 25:
	This is a legal agreement, and it is very important that the client considers what it should contain and is happy with the terms agreed. Standard agreements provided by the service provider might not adequately represent the client’s requirements.		This is a legal agreement, and it is very important that the client considers what it should contain and is happy with the terms agreed. Standard agreements provided by the service provider might not adequately represent the client’s requirements.

−	~~This~~ can be a complex process, describing requirements that may previously have been provided by a number of different parts of an organisation, ~~structures~~ and managed in a variety of ways. Care must be taken not to specify a higher level of service than is actually required or has been provided in the past. This can involve complex consultation with a wide range of stakeholders and detailed assessment of standards required.	+	Preparing an SLA can be a complex process, describing requirements that may previously have been provided by a number of different parts of an organisation, structured and managed in a variety of ways. Care must be taken not to specify a higher level of service than is actually required or has been provided in the past. This can involve complex consultation with a wide range of stakeholders and detailed assessment of the standards actually required.
−		+
−	~~Service level agreements tend to specify the outputs required from the service, rather than defining how the service should be provided~~.	+

−	They may be divided into two ~~component~~:	+	Service level agreements tend to specify the outputs required from the service, rather than defining how the service should be provided. They may be divided into two components:
	*The service level agreement, setting out the services required.		*The service level agreement, setting out the services required.
	*The service specification, setting out the minimum acceptable standards required.		*The service specification, setting out the minimum acceptable standards required.