- This training course will feature:
- The benefits of using service level agreements
- How the different levels of SLAs operate
- What is involved in planning, writing and managing service level agreements
- How payment is managed
- How to manage all levels of risk in the Service Level Agreements
- What are the proprietary rights under the SLA
- What amounts to poor performance
- To learn how to manage liabilities
- Understanding the Terms under the SLA
- Sample Language for all sections of the SLA for Buyer and Service Provider.
- Plan a range of service level agreements, construct & control contract negotiations & disputes
- Understand the need for Non Disclosure Agreement in Services
- Strengthen your Services and Deliverables sections
- Manage the balance between both parties in Scoping of Services
- Learn to use the Acceptance mechanism to manage quality and completion of the Works
- Differentiate the different types of payment structure and contracts
- Avoid unexpected Fee and Expenses
- Avoid Fee Increase by either party
- Manage Work Product especially when Work Product is owned by one party
- Deal with Non Express Warranties for both parties and avoid unexpected liability
- Understand Indemnities and those relating to IP of either party and that of Third Parties
- What to do when one party unable to get indemnity from Third Party IP owner
- Terminate the contract and understand the different aspects of termination of services.
- Articulate how quality SLAs should be included within the Procurement processes
- Negotiate service level agreements with internal and external suppliers
- Document appropriate quality outcomes from service contracts
Who Must Attend
This training course is suitable for a wide range of professionals but will greatly benefit:
Those involved in the planning, evaluation, preparation and management of tenders and awards for service contracts or internally-supplied corporate services
- The Enforceability of a Confidential or Non-Disclosure Clauses in an SLA
- Addressing the issue of confidentiality in the SLA and Non-Disclosure Agreements in SLAs
- Defining the specific information that needs to be treated as confidential.
- Remedies in the event of a breach of confidentiality
- Sample language provided to assist in drafting.
- Overall understanding of what an SLA is and when it should be used.
- Document structure
- Service Level Targets and Objectives – Using the SMART rule.
- Services Description and the Statement of Works – The How and Why of Service Description
- Drafting the Scope of Works
- Acceptance/Criteria for Acceptance /Guidelines for Buyer and Service Provider
- Regularly Scheduled Meetings -Impact on Performance
- Sample Language Buyer and Service Provider Clauses and Statement of Works provided.
- Understanding Financial and Non-financial incentives
- Understanding positive and negative incentives -using carrots and sticks
- Fee Expense and Payment –
- Late Payment Penalties
- Work Product under the Service Level Agreement
- Work Product –
- Mutual Warranties /authority
- Disclaimer of Non-Express Warranties
- Service Provider’s Warranties
- Disclaimer of Non Express Warranties
- Service Provider’s statements relating to Services and Deliverables
- Scope of Buyer’s Disclaimer
- Guidelines for Service Provider and Buyer on legal impact of Non Express Warranties
- Indemnification –
- Common indemnities
- Common Indemnification Limitation:
- Indemnification Procedure
- Indemnification and Third Party Intellectual Rights
- Infringement Concern
- Sample Language for Non-Express Warranties/ Indemnities and Infringement Indemnities for Buyer and Service Provider
- When Assignment can be carried out
- Mechanism for Novation
- Breach of Contract and Limitation of Liability
- Excluding and/or Capping Certain Types of Liabilities
- Exclusive Remedies
- Sample Language for Capping of Liability and Carve-Outs provided
- Stated Term
- Fee Increase and how Buyer can safeguard against Fee Increase
- Sample Language for drafting Stated Term/Auto Renewal and Fee Increase.
Termination Due to an Uncured Breach:
I. The General Rule
II. Waiver of Breach
III. Liquidated Damages
- Termination Due to Insolvency/Bankruptcy
- Termination for Convenience
- Transition Services
- Definitions and understanding of the following in a contract:
- Condition Precedent
- Representations & Warranties
- Breach & Default
- Liquidated Damages & Penalty clauses
- Affiliates / Subsidiaries
- Independent Contractor
- Survival and Merger
- Force Majeure
- No Publicity
- Entire Agreement and when it doesn’t apply
- No Waiver
- Assignment and Novation -The differences in Risk Transfer
- Buyer Issues Checklists
- Buyer Issues Checklists with Embedded Contract Language
- Service Provider Issues Checklists Quick Reference.
- Service Provider Issue Checklist with Embedded Contract Language
- Service Level agreement – Self Assessment Checklist for Organisation
|Sign up 1 pax|
|Pay before course starts|
|MYR 2,890.00 + 6% SST per pax|
|Sign up 1 person|
|Pay 14 days before course starts|
|MYR 2,290.00 + 6% SST per pax|
|Sign up 3 pax or more|
|Pay 14 days before course starts|
|MYR 2,190.00 + 6% SST per pax|
(Fee inclusive of Buffet Lunch, Refreshment, Welcome Pack, Training Materials & Certificate of Achievement)
Fee is NOT INCLUSIVE of 6% SST
1. ONLINE PAYMENT by Credit card: You can opt to register and pay online with our latest payment integration system through our website.
2. BANK IN CHEQUE
Bank in and then scan the Bank-in slip and email to us before the course commence to confirm your seat.
Courier your cheque payment to our Finance HQ.
*Note that we DO NOT take any payments during the event.
3. BANK IN CASH: You can also pay by cash through bank-in our company bank account.
4. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.
Contact us: ITRAININGEXPERT GLOBAL PLT
Tel:+603 8074 9056 | +603 8082 3707
Mobile: +6012 6869 628 | +6018 2175 123