It is generally considered good practice to establish Service Level
Agreements ("SLA") with all the key suppliers. Each agreement
has to be drawn up carefully to reflect the range of services and the
performance of the supplier. At the very least, a SLA should contain the
following provisions:
Duration of the agreement
Scope of the service coverage
The range of services supplied that are covered by the SLA
Service availability
Response Times
The priorities when multiple incidents have to be handled by the supplier
Incident escalation when a fault cannot be fixed within anticipated
response times
