Service levels can be an effective way for clients to ensure their suppliers are providing services in accordance with the supplier’s contractual obligations. However, there are pitfalls to avoid when using service levels such as drafting service levels that provide incentives for suppliers to focus on irrelevant or unimportant metrics or having ineffective remedies if the suppliers fail to achieve the agreed-to service levels.

This presentation provides a comprehensive overview of service levels, focusing on:

  • how and when service levels should be used
  • the structural issues to consider when implementing service levels
  • drafting tips to use in preparing the right service levels
  • remedies that are available when services levels are not achieved.  

Attendees will come away knowing why, when and how to use service levels in service agreements and with a checklist of the key issues to address as they do so.  


Wed, April 27, 2022

12:00 PM – 1:30 PM EDT