SLA & KPI Definition

The Service Level Agreement (SLA) is a formal negotiated agreement between two parties that sits underneath the contract of appointment. It is an agreement between a client and its service provider that records the common understanding about services and responsibilities. Key Performance Indicators (KPIs) are metrics used to quantify the performance of the supplier and monitor adherence to the Service Level Agreement. KPIs when set correctly give an early indication of when the supplier is struggling to reach the agreed level of service. Citisoft offers its clients the following services:

Drafting of a new or revised SLA, ensuring that it is consistent with the contract of appointment

Negotiating on behalf of its Client the terms of the SLA with the supplier through to the point of signature ( or re-negotiation of an existing SLA)

Identifying the relevant KPIs that are to be provided by either party to ensure that monitoring of each party's performance and adherence to the SLA is effective

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