The Sales Level Agreement (SLA) serves as a critical instrument for managing and measuring sales performance between contracting parties. This document, governed by English and Welsh law, is particularly valuable when organizations need to establish clear, measurable standards for sales-related services, define accountability mechanisms, and set out remedies for underperformance. It typically includes detailed performance metrics, monitoring procedures, reporting requirements, and service credit mechanisms. The SLA helps maintain transparency and sets clear expectations while ensuring compliance with relevant legislation such as the Supply of Goods and Services Act 1982.
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1. Parties: Identification and details of the contracting parties
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Service Levels: Detailed description of service performance metrics and standards
5. Performance Monitoring: Methods and frequency of service level measurement and reporting
6. Service Credits: Compensation mechanism for service level failures and calculation methods
7. Term and Termination: Duration of the agreement and conditions for termination
1. Change Control: Process for managing changes to service levels - recommended for complex or long-term agreements
2. Continuous Improvement: Framework for service level enhancement over time - suitable for strategic partnerships
3. Force Majeure: Provisions for handling events beyond parties' control - recommended for critical services
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and performance targets
2. Schedule 2 - Service Credit Calculation: Detailed formula and examples for calculating service credits
3. Schedule 3 - Reporting Template: Standard format for service level reporting and monitoring
4. Schedule 4 - Escalation Procedures: Contact details and process for issue resolution and escalation
Relevant legal definitions
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