COURSE OVERVIEW

This practical and highly-interactive course includes real-life case studies and exercises where participants will be engaged in a series of interactive small groups and class workshops.

This course is designed to provide participants with a detailed and up-to-date overview of Service Legal Agreement (SLA). It covers the importance of service legal agreements in legal and compliance frameworks; the legal concepts relevant to SLAs, structure of an SLA document and types of SLAs; the risk management in SLAs, compliance requirements in SLA drafting, SLA planning and requirements gathering; setting SLA metrics and benchmarks and negotiation strategies for SLA terms; the roles and responsibilities, effective SLA clauses and approval and sign-off process; and the SLA rollout and onboarding, embedding SLA into operational processes, monitoring SLA compliance and managing SLA breaches.

During this interactive course, participants will learn the SLA review meetings and reports, change management in SLA and legal considerations for cross-border SLAs; the SLAs with outsourced service providers, auditing SLA performance and SLA penalties and incentives; benchmarking SLA performance covering peer comparison analysis and performance baselining; the technology for SLA management and legal dispute resolution in SLA; the compliance audits and SLA documentation, legal recordkeeping practices, document retention and updates; the role of compliance officers and ensuring traceability; and the key SLA templates and SLA continuous improvement programs.