Acutus Solutions

Service Level Agreements (SLA’s)

There are services which may successfully operate without a service level agreement form of contract, however, for those services that are regulated or would benefit from contractual performance measures and reporting. SLA’s are the recommended format. ┬áManagement Information (M.I.) and reporting requirements agreed within contracts commit the supplier to report on agreed performance metrics to allow the Contract Manager within the client’s organisation to monitor these and take action with the supplier to resolve any performance or quality issues. Monitoring performance allows the organisation to work with suppliers to identify continuous improvement opportunities (cost savings, performance, customer service, risk reduction).