"Service Level Template"
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