Special Courses

Training Course: Service Level Agreement (SLA)


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SC236060

10 - 14 Aug 2025

Dubai (UAE)

Hotel : Residence Inn by Marriott Sheikh Zayed Road, Dubai

Cost : 4900 € Euro

Introduction

In today’s service-driven and outsourced business environment, Service Level Agreements (SLAs) are vital instruments for managing service expectations, mitigating risks, and ensuring legal enforceability. This course, designed by Global Horizon Training Center, provides participants with an in-depth understanding of the legal, compliance, operational, and performance-related aspects of SLAs. Special attention is given to aligning SLAs with regulatory requirements, compliance obligations, and organizational objectives, ensuring risk minimization and value creation in contractual relationships.

Objectives

Upon completion of this course, participants will be able to:

  • Define and understand the purpose, structure, and components of effective SLAs

  • Draft and review SLAs with a legal and compliance perspective

  • Identify and mitigate legal and regulatory risks embedded in service agreements

  • Align SLA terms with operational capabilities and compliance frameworks

  • Monitor, evaluate, and enforce SLA performance metrics

  • Resolve disputes and enforce accountability in service relationships

Course Methodology

The course uses a combination of:

  • Interactive expert-led sessions

  • Case studies of real-world SLA successes and failures

  • Practical exercises in SLA drafting and review

  • Legal scenario analysis and contract negotiation simulations

  • SLA performance evaluation and risk assessment workshops

Organizational Impact

Organizations that invest in this training will benefit from:

  • Legally sound and clearly defined SLAs that minimize disputes

  • Stronger alignment between legal, compliance, and service delivery teams

  • Reduced regulatory and contractual risks

  • Enhanced ability to hold vendors and internal service providers accountable

  • Improved quality of services and supplier performance

  • Streamlined SLA governance and monitoring systems

Target Audience

This course is designed for professionals in:

  • Legal and Compliance Departments

  • Contract Management and Procurement Teams

  • Vendor and Supplier Relationship Management

  • Service Delivery, IT, and Operations Departments

  • Risk Management and Internal Audit Functions

  • Business Continuity and Governance Teams

Outlines

Day 1: Introduction to SLAs and Legal Foundations

  • Understanding the concept and objectives of SLAs

  • Legal basis for SLAs: contracts, liabilities, and enforceability

  • Difference between SLAs, MOUs, SOWs, and OLAs

  • Key SLA types: internal vs. external

  • Role of SLAs in corporate compliance and governance

  • Case study: Failed SLA scenarios and their legal consequences

Day 2: SLA Structure and Core Components

  • Key elements of a robust SLA

  • Defining service scope, roles, and responsibilities

  • Performance indicators and service level objectives (SLOs)

  • Legal and compliance clauses: confidentiality, data protection, penalties

  • Service exclusions, limitations, and force majeure

  • Exercise: Drafting a sample SLA for a legal-critical service

Day 3: Risk Management and SLA Compliance

  • Compliance risks in service delivery and how SLAs mitigate them

  • Regulatory and industry-specific compliance considerations

  • Integrating SLA obligations with internal policies and procedures

  • Third-party risk management and due diligence

  • Auditing and monitoring SLA compliance

Day 4: SLA Performance Management and Enforcement

  • Techniques for tracking and evaluating service performance

  • Using KPIs and dashboards for SLA monitoring

  • Reporting obligations and review meetings

  • Enforcement mechanisms: penalties, credits, and termination rights

  • Dispute resolution and escalation protocols

Day 5: SLA Negotiation, Continuous Improvement, and Governance

  • Best practices in SLA negotiation and stakeholder alignment

  • Legal negotiation tactics and redline management

  • SLA lifecycle management and continuous improvement loops

  • Governance structures for SLA oversight

  • Aligning SLAs with strategic goals and risk appetite

Special Courses

Training Course: Service Level Agreement (SLA)


Register Now
Quick Inquiry
Discount Group Download Brochure  

SC236060

10 - 14 Aug 2025

Dubai (UAE) - Residence Inn by Marriott Sheikh Zayed Road, Dubai

Hotel : Residence Inn by Marriott Sheikh Zayed Road, Dubai

Cost: 4900 € Euro


  About Dubai

Dubai, located on the Persian Gulf, is one of the seven United Arab Emirates and one of the most popular tourist destinations in the world. The discovery of oil in the region has made Dubai extremely wealthy, allowing it to build the glittering skyscrapers that it is now famous for. That wealth is strongly in evidence in Dubai and visitors will see luxurious buildings and supercars aplenty. Perfect beaches and endless shopping opportunities are to key to Dubai's attractions. Flights to Dubai open up the city's cultural attractions to tourists, with beautiful mosques, museums and art galleries scattered throughout this ultra-modern metropolis.


  Things to do and places to visit in Dubai

Dubai's wealth has made it famous for building ever taller buildings and creating artificial islands off its shores. The city's hotels are luxurious and shoppers will love its extensive shopping malls which showcase all the world's top brands. Dubai's attractions don't end there. Dubai also caters to adventure lovers, who can jump in a 4x4 or on a board to speed over dunes outside the city. Local culture mustn't be forgotten either, and visitors have wonderful mosques to visit and old districts to explore. All that combined means that a flight to Dubai is sure to lead to an unforgettable holiday.

When visiting Dubai, be sure to:

  • Go to the observation deck of the Burj Khalifa, the tallest building in the world.
  • Admire the intricately beautiful Grand Mosque, which has the tallest minaret in the city.
  • Understand the local history and culture with a visit to the Dubai Museum.
  • Discover objects from the 6th century at Jumeirah Archaeological Site.
  • Go skiing – That's not a joke, the Mall of the Emirates houses a snowdome.
  • Go shopping at the Mall of the Emirates or the Dubai Mall.
  • Explore the desert surrounding the city – either by 4x4 or atop a camel.
  • Eat fantastic seafood at Dubai Marina.
  • Cool off at the Wild Wadi Waterpark.
  • Marvel at gorgeous Arabic calligraphy at Jumeirah Mosque, the biggest in the city.
  • Take a yacht tour around the artificial islands of Palm Jumeirah.
  • Haggle for souvenirs in one of the city's souks.
  • Wander around the traditional building in Bastakiya District.
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