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Service Level Agreement

Avoiding Common Mistakes in SLA Negotiations

Discover 10 pitfalls to steer clear of in Service Level Agreements (SLAs) for effective collaboration. Learn from inadequate agreements and ensure your SLA benefits all parties involved.

Service level agreements (SLAs) are a crucial component of any business relationship between a service provider and a customer. SLAs define the parameters of the services to be provided and outline the obligations of both parties. However, negotiating SLAs can be a complex process and is often riddled with pitfalls. In this blog, we will discuss some of the most common mistakes in SLA negotiations and provide tips on how to avoid them.

10 SLA Mistakes that IT Leaders Should Avoid

As businesses try to save money, they sometimes hire outside companies to do certain tasks. But once they do this, it’s important to make sure the quality of the work is good. They use something called a Service Level Agreement or SLA to do this. This agreement spells out specific things like how good the work should be, when it should be available, and who is responsible for what. The SLA helps both the company and the hired company understand what services will be provided. However, when creating an SLA, there are mistakes to avoid so that it works well for everyone.

Having an Incomplete Service Level Agreement

Crafting a thorough SLA is essential. It should outline performance standards, feedback timing, audits, and any special agreements with the service provider. Overlooking these details is common, but a carefully designed SLA sets the foundation for successful teamwork. Yet, there’s another common mistake to watch out for.

Not Reassessing SLAs Regularly

In a dynamic business environment, being adaptable is crucial. Stay flexible and agile to incorporate changes into your Service Level Agreement (SLA) promptly. Ensure your documentation accurately mirrors these updates to maintain effectiveness.

Failure to Agree on Service Level Agreements Upfront

Crafting an effective SLA requires negotiations, clear communication, and mutual agreement. Assumptions about understanding each other’s expectations can lead to misunderstandings. Clear clarifications are crucial for a successful SLA.

Ignoring the Other Party’s Point of View

An effective SLA acts as a guide for Managed Service Providers (MSPs) to deliver services while also offering direction to customers on managing crucial matters. It’s a blueprint for collaboration that ensures smooth operations and shared understanding.

Unrealistic Performance Targets

To ensure a successful Service Level Agreement (SLA), it’s crucial to avoid unrealistic expectations. Setting achievable and measurable service requirements benefits both parties involved in the agreement.

Siloed SLAs

Some SLAs make a mistake by focusing too much on specific technical aspects. For better results, SLAs should concentrate on overall business outcomes, being comprehensive and all-encompassing.

Overcomplicating Service Level Agreements

Simplicity is key in crafting effective SLAs. Avoid lengthy documents packed with technical jargon, as they can be hard to comprehend. Keep things straightforward to ensure clarity and accessibility for all parties involved.

Assuming that SLAs Are Not Important for the Cloud

Overlooking this is an error. A Cloud Service Level Agreement (SLA) guarantees cloud providers meet essential business needs and offer clear commitments. Similar importance holds for cybersecurity matters.

Not Addressing Cybersecurity

A reliable IT service provider should outline the service standards in their SLAs. This covers aspects like recovery time for system failures, data backup frequency, server testing, and vulnerability assessments. Clear SLAs ensure quality service delivery and transparency for customers.

Considering Service Level Agreement as a Conflict Resolution Tool

Depending solely on contract language to solve problems is a strategic error that harms both parties. Creating SLAs is challenging, yet once established, they foster a partnership with manageable expectations between the IT service provider and customers.


Negotiating SLAs can be a complex process, but avoiding common mistakes can make the process smoother and more effective. By defining clear metrics, setting realistic service levels, addressing change management and service credits, outlining provider obligations, and addressing termination, businesses can ensure that their SLAs are comprehensive, actionable, and aligned with their business needs. Additionally, it’s essential to remember that SLAs should be living documents that are regularly reviewed, updated, and refined as the business landscape changes. By consistently monitoring and updating the SLA, businesses can ensure that they are getting the best possible service from their providers while maintaining a strong relationship with them.

As a legal services provider, Vakilsearch can help businesses navigate the complexities of SLA negotiations and ensure that their interests are protected. By leveraging our expertise in contract law and negotiation, we can help businesses create an SLA that is comprehensive, actionable, and aligned with their business needs. With our assistance, businesses can set themselves up for success and minimise misunderstandings or disputes down the line.


What does SLA stand for?

An SLA, or service level agreement, is a written document that outlines an agreement between a service provider and a client. It includes information about the service, the standards the provider must follow, and the measurements used to assess performance.

What are the 4 levels of SLA?

  • Assignment SLA: This pertains to an SLA related to a specific task.
  • Case level SLA: An SLA applied to a particular case is termed a case level SLA.
  • Stage level SLA: The SLA associated with a particular stage is referred to as a stage level SLA.
  • Step level/Flow level SLA: This refers to an SLA that operates at the level of individual steps or the overall flow.

What is the SLA lifecycle?

The service level agreement (SLA) lifecycle manages an SLA from its initial identification, activation, and eventual termination when it’s no longer needed. An SLA object can traverse through this lifecycle.

How do you calculate SLA?

The service level formula is straightforward: divide the number of calls answered within the service level threshold by the number of calls offered, then multiply by 100. This calculation provides the percentage service level, making it a simple process.

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