18 - 22 Aug 2025
London (UK)
Hotel : Landmark Office Space - Oxford Street
Cost : 6000 € Euro
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.
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
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
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
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
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