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Sponsored by Lorman Education
Product ID: 407025EAU
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Service Level Fundamentals: Maximizing Business Value

OnDemand Webinar (88 minutes)

Understand the principles and guidelines necessary for developing and preparing an effective SLA.Service levels provide targeted, effective incentives to cause service providers to achieve their customers' desired business outcomes and have been in use since the 1980s. However, customers too often discover that those service levels are being achieved with reports showing green while the service itself feels red. Now, new automation and data management technologies allow customers to measure the new aspects of the services and to give more immediate feedback on service level performance. At the same time, the digital economy is changing traditional service level concepts by requiring new SLA management capabilities that use proactive and predictive modeling rather than monthly historical performance to help ensure good end-user experiences. Join Mayer Brown Partner Brad Peterson and associates Qi Chen and Alan Velasco as they discuss the principles and tools necessary to create meaningful performance standards for the digital age, including how to: draft clear calculations that result in consistent measurements; align measurements with the supplier's actual scope; avoid common pitfalls and capturing the new service levels available from emerging technologies.


Qi Chen, Mayer Brown LLP Brad L. Peterson, Mayer Brown LLP Alan F. Velasco, Mayer Brown LLP


Introduction to Service Levels

• Service Level Fundamentals

• Other Contract Terms Related to Performance Quality

Service Level Standard

• Selecting the Appropriate Service Level Standard

• Drafting Service Level Definitions

• Setting the Appropriate Service Level Requirements

• New Considerations for Digital Services

Measurement Methodology

• Drafting Appropriate Measurement Methodology

• Automated Service Level Measurements

Incentives to Meet Service Level Standard

• Supplier Obligations to Report Performance

• Supplier Obligations to Correct Service Level Failures

• Service Level Credit Methodology

• Termination Rights for Service Level Failure

Future Proofing for Service Levels

• Drafting Rights to Modify Service Levels

• Service Levels for Automation and Digital Services