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Preparing Effective Service Level Agreements (SLAs)

Learn how to draft service level agreements that benefits all parties to a transaction.

No matter what type of technology deal you are doing, large or small, service levels are a critically important aspect of technology agreements. Drafting appropriate service level agreements is challenging. Customers and suppliers often struggle to determine and agree to a set of service levels that is appropriate under the circumstances. In hopes that they will be effective and practical given the nature of the transaction and relationship between the parties. Beyond the service level, parties to technology transactions must also craft service level agreements that contemplate the evolving nature of the relationship and the need for service levels to evolve as well. Veteran technology transactions lawyer, Matt Karlyn, will discuss how to craft a service level agreement that makes sense for your technology transactions and, in addition, will discuss the case of State of Indiana v. IBM, an older but relevant service level case that demonstrates the importance of properly defining service levels for the benefits of all parties to a transaction.

Runtime: 88 minutes
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Why Are Service Levels Important? What Is a Service Level?

The Service Level Agreement

  • Essentials to Creating a Service Level Agreement
  • Key Features of a Service Level Agreement
  • What to Include and What to Avoid

Provider Responsibilities and Definitions: Additions, Deletions and Modifications

  • How Do You Change a Service Level Agreement as the Relationship Between the Parties Evolves?
  • Why Is Change Critical?
  • Ensuring Service Levels Evolve With the Supplier's Ability to Perform

Service Level Failures

  • Enforcing Service Levels
  • What Happens When the Supplier Fails to Perform
  • How to Properly and Effectively Define Performance Credits

The Service Level Standard

  • Creating a Standard That Is Realistic

When Issues Arise: Root Cause Analysis and Thinking About Termination Rights Service Availability

  • How to Define Availability to Meet the Customer's Needs

Other Service Levels

  • Uptime
  • Response Time
  • Data
  • Resolution Times

Remedies: Drafting Meaningful and Effective Remedies for Supplier Failures

State of Indiana v. IBM Corp: A Brief Discussion of a Service Level Case

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on October 30, 2017.

Call 1-866-352-9540 for further credit information.

  • ISM 1.5
     
  • Participants who successfully complete this program will receive 1.5 hours of continuing education. They may be applied toward ISM CPSM, CPSD or C.P.M. recertification. ISM's consent to approve hours for this educational event is not an endorsement of this program or its content by ISM.
     
  • NALA 1.45
     
  • This seminar meets the requirements of the Certifying Board for Legal Assistants of the National Association of Legal Assistants, for continuing legal assistant education credit required to maintain the CP (Certified Paralegal) credential for (s) hours.
     

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

Audio & Reference Manual

  • Arizona CLE 1.5
     
  • CA MCLE 1.5
     
  • CT CLE 1.5
     
  • GA CLE 1.5
     
  • HI CLE 1.5
     
  • IL CLE 1.5
     
  • ME CLE 1.5
     
  • MT CLE 1.5
     
  • NJ CLE 1.8
     
  • NV CLE 1.5
     
  • NY CLE 1.5 including Areas of Professional Practice 1.5
     
  • VT CLE 1.5
     
  • WA CLE 1.5
     
  • WV MCLE 1.8
     
The CLE Code is ONLY a requirement when applying for CLE Credit in California (for participatory credit), Kansas, New Jersey or New York. Other states do not need to supply the CLE Code to apply for CLE credit.

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

MP3 Download

  • Arizona CLE 1.5
     
  • CA MCLE 1.5
     
  • CT CLE 1.5
     
  • HI CLE 1.5
     
  • IL CLE 1.5
     
  • ME CLE 1.5
     
  • MT CLE 1.5
     
  • NJ CLE 1.8
     
  • NV CLE 1.5
     
  • NY CLE 1.5 including Areas of Professional Practice 1.5
     
  • VT CLE 1.5
     
  • WA CLE 1.5
     
  • WV MCLE 1.8
     
The CLE Code is ONLY a requirement when applying for CLE Credit in California (for participatory credit), Kansas, New Jersey or New York. Other states do not need to supply the CLE Code to apply for CLE credit.

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Matthew A. Karlyn

Matthew A. Karlyn

Foley & Lardner LLP

  • Partner in Foley & Lardner LLP’s Boston office
  • Practice focuses on transactions relating to outsourcing and information technology, including IT outsourcing, business process outsourcing, facilities management outsourcing, print services, application development, data center leasing, development and managed services, technology licensing, all aspects of cloud computing transactions, systems integration, privacy, security and information management issues, co-location and software development
  • Licensing attorney with 20 years of technology, patent, and life science licensing experience
  • Co-chair of Foley’s Technology Industry Team focusing on all types of technology transactions
  • Co-author of A Guide to IT Contracting: Checklists, Tools and Techniques
  • Served as a CIO-100 Judge, as a member of the Corporate Law Advisory Board, Strafford Publications and Seminars, as chair of the New England Chapter of the International Association of Outsourcing Professionals (IAOP), as a co-chair of the Legal Process Outsourcing Chapter of the International Association of Outsourcing Professionals (IAOP) and as a co-chair of the Boston Bar Association's Intellectual Property Section's Computer & Internet Law Committee
  • Has served as a member of the board of directors of the Information Technology Law Association, the ITECH Law Annual Meeting & World Conference Planning Committee, and is a member of the International Association of Privacy Professional
  • M.B.A. degree in economics and strategic management, The University of Chicago Graduate School of Business; J.D. degree, Temple University; B.A. degree in political science and East Asian studies, cum laude, Union College
  • Can be contacted at 617-502-3239 or mk[email protected]
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Product ID: 400842
Published 2017
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