[Webinar] You Don’t Know What You’re Missing: Motivating Performance Through Service Level Agreements - September 19th, 12:00pm CT

by Thompson Coburn LLP
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Thompson Coburn LLP

Webinar
Tuesday, September 19, 2017
12:00 p.m. - 1:00 p.m. Central Time

presented by
Matt Hafter, Partner

 
All businesses buy services, and each of them wants to get its money’s worth. Because these transactions often involve large expenditures, long term relationships, and critical functions, it is vital to understand how to align vendor agreements with business objectives; how to protect operations or investments during data breaches, supply chain interruptions or even geopolitical instability; and how to use contractual provisions to achieve a stable and well-functioning relationship with vendors.    

Webinar attendees will learn the following:
  • Understanding the context: BPO, ITO, cloud, other services
  • The players: for the customer - business unit, legal, finance, procurement; for the vendor - sales, legal, technical, finance
  • What to measure: varies by type of service, distinguish between KPIs (key performance indicators) and CSMs (critical service metrics); surveys; cost-savings; continuous improvement
  • Consequences of SLA failure: (1) root cause analysis; disaster recovery plan implementation; (2) service credits; warranty service; special remedies (e.g., data breach): damages; termination for cause
  • More on service level credits: (1) flat $, % based, escalating; weighted allocation among critical services; (2) vendor's request for earn backs bonus; (3) distinction between penalty and liquidated damages                 

Approved for 1.0 hour general CLE credit in California and Illinois

Approved for 1.2 hours of general CLE credit in Missouri
 
To register, please click here.
 

DISCLAIMER: Because of the generality of this update, the information provided herein may not be applicable in all situations and should not be acted upon without specific legal advice based on particular situations.

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