Service level agreements (SLAs)
Service level agreement drafting and review: performance measures, response times, reporting, escalation and service remedies for business relationships.
Discuss this service
Define the service. Measure the promise.
- Service descriptions and operating hours
- Performance measures and measurement methods
- Response, resolution and escalation arrangements
- Reporting, review and service credits
- Dependencies, exclusions and change procedures
A useful SLA makes service expectations measurable. We help turn commercial commitments into clear performance terms that customers, suppliers and delivery teams can understand.
Make expectations workable
We explore what is being measured, where the data comes from and who can influence the outcome. This helps distinguish a response target from a resolution commitment and surface dependencies before they cause disagreement.
Agree what happens when performance falls short
Reviews, escalation, remedies and repeated service failure should fit the wider agreement. We advise on the wording and how those provisions interact with liability, termination and other contractual rights.
The scope of this service
We advise on contractual wording and governance. Technical performance validation, monitoring tools and engineering implementation remain with the relevant specialists.
Our service standards ↗Bring the question.
We’ll work through the detail.
Bring a service description, proposed performance targets, reporting arrangements and the main contract. Your operational or technical lead should help confirm what can realistically be delivered.
We confirm suitability, deliverables, fees and any exclusions before the engagement begins.
Start your enquiryBefore we begin.
Can you review an IT or managed services SLA?+
Yes, we can advise on its commercial and contractual terms. Your technical team needs to confirm the performance targets, dependencies and measurement approach.
Do service credits always provide the right remedy?+
That depends on the agreement and commercial priorities. We help you consider the proposed remedy and its relationship to other rights, rather than assuming a single approach suits every service.