Implementing an SLA

[TB Rich]

Hi,

Quick question. Our compnay has now imposed an SLA on I.T Support.

This has been published on the Intranet by our I.T Director. Until I noticed it on there I had not had an offical word it was in place, none of us 'staff' had been.

There is no SLA in our contract and this wasnt inplace at time of employment, surley we would need to sign it off and accept our commitment to it??

Im just getting fed up with the company right now. An email was sent out group wide that if anyone hasnt seen the H&S video then they wouldnt get payed for the month!! Now if I had been there 2 years and hadnt seen it, it would be the companies negligence for not showing me and certainly NOT how the company has tried to turn the onus onto the employee!!! shocking and imo probably illegal to do so???

Thanks for any input

[softtop]

Assuming you work it IT support then how do you measure how well you are performing?

All that has happened is that the company standards have been published. This does not form part of your terms and conditions unless you receive a bonus on delivery. You do not mention this so assume that you just turn up and do your best. It will soon become clear if the tagrets are achieveable or the plans to make them achieveable are realistic.

[casbar]

An SLA is for the support your department will provide to other customers.

Individual staff do not sign off on SLA's. As long as the requirement from the workforce is the same as your contract, ie doesn't expect you to work extra hours or change your hours, then its ok.