Discussion
Is it aimed at internal customers or external?
I'd have used shedloads of SLAs in relation to Finance Shared Services. IIRC you work in catering? So our SLAs are basically designed to set out
- the services we will provide
- the KPIs to measure the above service
- remedies if things go wrong
for example - Payroll
- New starters to be on the system within 5 days
- leavers to be on the system within 5 days
- Payroll errors to be no greater than 1% per month
- payroll underpayments rectified by CHAPS within 2 working days
- payroll overpayments to be passed to credit control within 5 working days
- Statutory payments to be made within 10 days after payroll BACS submission
I could go on. That's the basic purpose of an SLA. If they are with an external organisation you might want to put some financial penalties in there as well.
ETA the SLA will usually be an addendum to a Contract (rather than being a contract itself)
I'd have used shedloads of SLAs in relation to Finance Shared Services. IIRC you work in catering? So our SLAs are basically designed to set out
- the services we will provide
- the KPIs to measure the above service
- remedies if things go wrong
for example - Payroll
- New starters to be on the system within 5 days
- leavers to be on the system within 5 days
- Payroll errors to be no greater than 1% per month
- payroll underpayments rectified by CHAPS within 2 working days
- payroll overpayments to be passed to credit control within 5 working days
- Statutory payments to be made within 10 days after payroll BACS submission
I could go on. That's the basic purpose of an SLA. If they are with an external organisation you might want to put some financial penalties in there as well.
ETA the SLA will usually be an addendum to a Contract (rather than being a contract itself)
Thanks all, yes catering is the game.
Basically its an agreement between schools. We provide the catering to them.
Nothing about penalties, invoicing or anything in place so really needs to be completely re-written which isn't an issue, its whether the idea of SLAs has changed significantly or if its just a case of reinventing the old ones (which is what its sounding like)
TA
Basically its an agreement between schools. We provide the catering to them.
Nothing about penalties, invoicing or anything in place so really needs to be completely re-written which isn't an issue, its whether the idea of SLAs has changed significantly or if its just a case of reinventing the old ones (which is what its sounding like)
TA
21TonyK said:
Thanks all, yes catering is the game.
Basically its an agreement between schools. We provide the catering to them.
Nothing about penalties, invoicing or anything in place so really needs to be completely re-written which isn't an issue, its whether the idea of SLAs has changed significantly or if its just a case of reinventing the old ones (which is what its sounding like)
TA
Are you an Academy or an LA? In either case there will be other schools in the region that have outsourced their catering and will therefore have SLAs in place. Your School Business Manager will be a member of a local network. Ask them to email their equivalents at other schools to get copies of their SLAs and then do Copy-Paste-Find-Replace Basically its an agreement between schools. We provide the catering to them.
Nothing about penalties, invoicing or anything in place so really needs to be completely re-written which isn't an issue, its whether the idea of SLAs has changed significantly or if its just a case of reinventing the old ones (which is what its sounding like)
TA
If you're an Academy there used to be an online FD Forum where they would store templates online (rather than every new Academy having to reinvent the wheel). So that might be a good place for your SBM to look.
A service level agreement is basically what it says. An agreement that you publish to your customers so that they know what they're going to go get for their annual plan (subscription, mtc, support etc). Ir needs to be able to define the scope of work, the definition of priority, your service hours, response time, and escalation path.
Remember that SLA's can be used as a binding agreement so make it realistic.
Remember that SLA's can be used as a binding agreement so make it realistic.
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