IT Service Level Agreement Risk Analysis Template

Download Free IT Service Level Agreement Risk Analysis Template

1. RISK: SERVICE FAILURES.
a. Service level requirements (with associated liquidated damages in the event of a failure to meet such service level requirements and the right to terminate if the liquidated damages exceed certain amounts)
b. Critical milestone requirements for the data center migrations/project implementations
c. Root cause analysis in the event of a failure to meet service levels

2. RISK: LOSS OF CONTROL OVER IT OPERATIONS.
a. Flexibility to use third party package software rather than developed software
b. Approval rights over:
any material changes to the services and the systems
new service locations
project executive and certain key employees

c. Benchmarking
d. Customer satisfaction survey
e. Audit rights of services and charges

3. RISK: ABILITY TO INSOURCE OR CONTRACT WITH A THIRD PARTY FOR SERVICES
a. Right to contract with third parties
b. Termination assistance
c. Rights to use software and hardware upon termination

4. RISK: CHANGES IN CUSTOMER BUSINESS/REGULATORY REQUIREMENTS
a. Right to increase/decrease services
b. Right to add/delete business units
c. Renegotiation rights if change in usage above/below certain percentages
d. Parties’ responsibilities for changes in laws/regulations

5. RISK: INFLEXIBLE PRICING
a. Right to use discretionary resources for additional work/new projects
b. Adjustments of baselines/fees to reflect increases/decreases in services
c. Sharing in savings resulting from new technology
d. Technology indexing

6. RISK: ABILITY TO TERMINATE CONTRACT
a. Convenience in whole or in part
b. Change in control
c. Cause
d. Failure to provide critical services
e. Insolvency

7. RISK: POTENTIAL LIABILITY
a. Indemnities
b. Deferral rights/Liquidated damages for failures to meet critical milestones/service levels
c. Direct damages up to ______ (except for______ )
d. Consequential damages for ______
e. Insurance