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Mar 2019

Managing Service Level Agreements with Ease – A Practical Guide to Drafting, Reviewing & Vetting SLAs

Course Information

Start Date 28 Mar 2019, Thursday
End Date 29 Mar 2019, Friday
Time 09:00 am - 05:00 pm
Venue 100 Orchard Road #04-100, Concorde Hotel Singapore 238840
Fee $1200 Inclusive of buffet lunch, light refreshments and course materials
Contact 6720 3333 (Ms Chye Fen) chyefen@asm.edu.sg
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Many assignments and undertaking are undertaken by way of a service level agreement. The key risk for any organization that enters into a SLA is that the services that it receives did not meet the expectation or that the cost savings that were promised were not achieved. Thus having a solid understanding and appreciation of the various clauses in SLA is critical for any managers.

A 2-Day Must Have Practical Workshop for Non Legal Professionals

This 2 Day practical oriented workshop aims to highlight the key benefits and the common pitfalls that an organisation encounters when negotiating and drafting SLAs. Besides providing an overview of SLAs, highlighting typical challenging scenarios, it will also cover legal terms and clause that you need to quickly come up to speed to overcome issues that might arise. Most importantly, it provides tried and tested solutions to overcome these challenges. Key techniques covered include how to vet and negotiate a service level agreement to ensure your organizations is fully protected in the event of contractual or operational disagreement.

Valuable And Immediate Key Takeaway

Part 1: Detailing an SLA Blueprint

  • What is a Service Level Agreement (SLA) and its objectives
  • Selecting the correct supplier – tenders and requests for proposals
  • Structuring an SLA that is most suitable for the contracting parties
  • Involving all the stakeholders in the implementation of the SLA
  • Detailing an SLA blueprint including but not limited to:
    o Definition of goods and services
    o Timeframes of delivery
    o Relevant suppliers and contractors

Part 2: The Scope of the SLA

  • Service specifications
  • Advantages and disadvantages of outsourcing
  • Defining the service to be outsourced with precision and implications of not doing so
  • Costing the services to be provided under the SLA
  • Case Studies

Part 3: Assessing the Performance of the Service Provider

  • The difference between key performance indicators (KPIs) and performance metrics (PMs)
  • The objective of KPIs and PMs
  • Drafting adequate KPIs and PMs such that these are aligned with the needs of the customer
  • Dealing effectively with non-performance
  • Case Studies

Part 4: Drafting an SLA: Legal Terms You Must Know

  • Discussing what should be included in the SLA including:
    o Parties
    o Commencement date and duration
    o Responsibilities of each party
    o Details of delivery of services
    o Payment for services including late charges and taxation
    o Consequences for breach including liquidated damages and service credit
    o The importance of a regular review of the SLA
    o Implementing a regular reporting structure
    o Managing the continuity of service delivery
    o Supplying the appropriate documentation
    o Drafting suitable intellectual property clauses
    o Using an appropriate confidentiality clause
    o Data protection issues
    o Auditing the KPIs and PMs
    o Miscellaneous other terms that may be in an SLA
  • Interpreting and drafting terms of the SLA to ensure these are drafted with clarity

Part 5: Risk Management of an SLA

  • Limitation of liability and exclusion of liability clauses
  • Indemnification clauses
  • Case Studies

Part 6: Suspension and Termination of the SLA

  • Frustration and force majeure clauses
  • Terminating the SLA for convenience, breach and upon the occurrence of a specific event
  • Service continuity upon termination of the SLA
  • Issues when handling over to a third party service provider
  • Case Studies

Part 7: Building a Flexible SLA

  • Maintaining constant communication between the contracting parties
  • The importance of negotiation and its role in successfully managing the contract
  • Structuring and implementing the change control process

Part 8: Governing Law and Jurisdiction

  • The advantages and disadvantages of litigation, arbitration and mediation
  • Strategies in mediation and arbitration
  • Drafting the most suitable dispute resolution clause
  • Case Studies


Who Should Attend?

Using practical discussion, case studies, and negotiations exercises to better illustrate to participants on how Service level agreement can be secured, this 2-day workshop is highly useful to senior executives across MNCs, SMEs and government agencies.

These include executives, contracts managers, programme managers, project engineers, managing directors, group financial controllers, company directors, sales directors, business managers, financial controllers, marketing managers and executives, business advisers, bankers, consultants, company secretaries, administrators, credit executives, finance and operation executives, maintenance managers and accounts supervisors.

Trainer’s Profile
Trainer: Mirza Khaleel Namazie, Advocate & Solicitor (Singapore)

Khaleel was admitted as an Advocate & Solicitor of the Supreme Court of Singapore in 1994. He is also a member of the Law Society of England & Wales. He read for a Bachelor’s Degree in Law at the National University of Singapore and for a Master’s Degree in Computer and Communications Law at Queen Mary & Westfield College, University of London, the component subjects which were Information Technology Law, Intellectual Property Law, Telecommunications Law, Electronic Banking Law and Internet Law.

Apart from his experience in advising local and international clients in private practice on a variety of commercial, corporate and litigation matters, Khaleel worked in the Asia Pacific Legal Department of Hewlett-Packard Singapore Pte Ltd as a Commercial Contracts Manager with special responsibility for the Asia Emerging Countries of Pakistan, Bangladesh and Vietnam and with Singapore Telecommunications Limited as Senior Legal Counsel as part of the SingTel Global Offices team. During that time, he was also responsible for negotiating the legal aspects of a number of high value telecommunications and IT agreements with a significant number of Fortune 500 companies.