Service Level Template

Document Sample
Service Level Template Powered By Docstoc
					IT Service Level Agreement Risk Analysis Template
RISK                      CONTROL
SERVICE FAILURES.         a. Service level requirements (with associated liquidated
                          damages in the event of a failure to meet such service level
                          requirements and the right to terminate if the liquidated
                          damages exceed certain amounts)
                          b. Critical milestone requirements for the data center
                          migrations/project implementations
                          c. Root cause analysis in the event of a failure to meet service
                          levels
LOSS OF CONTROL OVER IT   a. Flexibility to use third party package software rather than
OPERATIONS.               developed software
                          b. Approval rights over:
                          any material changes to the services and the systems
                          new service locations
                          project executive and certain key employees

                          c. Benchmarking
                          d. Customer satisfaction survey
                          e. Audit rights of services and charges
ABILITY TO INSOURCE OR    a. Right to contract with third parties
CONTRACT WITH A THIRD
PARTY FOR SERVICES
                          b. Termination assistance
                          c. Rights to use software and hardware upon termination
CHANGES IN CUSTOMER       a. Right to increase/decrease services
BUSINESS/REGULATORY
REQUIREMENTS
                          b. Right to add/delete business units
                          c. Renegotiation rights if change in usage above/below certain
                          percentages
                          d. Parties’ responsibilities for changes in laws/regulations

INFLEXIBLE PRICING        a. Right to use discretionary resources for additional work/new
                          projects
                          b. Adjustments of baselines/fees to reflect increases/decreases
                          in services
                          c. Sharing in savings resulting from new technology
                          d. Technology indexing
ABILITY TO TERMINATE      a. Convenience in whole or in part
CONTRACT
                          b. Change in control
                          c. Cause
                          d. Failure to provide critical services
                          e. Insolvency
POTENTIAL LIABILITY   a. Indemnities
                      b. Deferral rights/Liquidated damages for failures to meet critical
                      milestones/service levels
                      c. Direct damages up to ______ (except for______ )
                      d. Consequential damages for ______
                      e. Insurance
STATUS

				
DOCUMENT INFO
Description: Service Level Template document sample