Service Level Agreement Negotiation
Manage expectations

You wouldn't seriously consider buying a piece of hardware without a manufacturer's warranty, so why would you think about outsourcing any kind of IT service without an agreement that binds the vendor to a specific performance level? Similarly, why shouldn't your internal IT customers receive the same high levels of service you would expect from outside vendors?

Clearly service level agreements (SLAs) are critical business tools, but how can you be sure that the SLAs offered to you by vendors, and that you offer to your internal customers, will be fair, reasonably priced, and address the issues most important to you? The simple answer is by relying on DaVinciTek to negotiate your SLAs for you.

With DaVinciTek as your advocate, you can be sure that your SLAs will meet your business requirements, at a price that falls well within your budgetary guidelines—or that of your internal customers. SLAs negotiated by DaVinciTek address a broad range of parameters, including:

• service availability
• response time
• performance metrics
• allowable maintenance windows
• recovery times after any kind of failure
• escalation procedures when breaches occur
• pricing

As a result, your SLAs will:

• exceed industry standards
• coordinate expectations
• cover only the services you need covered
• ensure the performance levels you require
• include appropriate penalties
• simplify all parties' expectations
• provide for monitoring by your standards
• help justify capacity requirements
• be cost-effective

Want to manage service expectations with cost-effective SLAs? Contact DaVinciTek

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