Biennial SLA review Sample Clauses

Biennial SLA review. The Service Level Agreement will be reviewed at least once per biennium to ensure service levels are adjusted and remain both appropriate for the services DAS Shared Financial Services delivers and commensurate with the rates charged for each service. The biennial SLA review process will be as follows:  The CUB and DAS Shared Financial Services will designate a SLA review team consisting of customer and DAS Shared Financial Services representatives. Customer representation will include, at a minimum, a member from the CUB.  The SLA review team will conduct an analysis and evaluation of the SLA agreement and identify any potential amendments to the SLA document. To do so, the SLA review team will: a. Review and update the Service Catalog as needed, removing information about services or service offerings that have been discontinued and adding information about new services, new service offerings, or service enhancements made by the service provider in the last biennium. b. Conduct an analysis of the actual performance results achieved in the last two years, including a review of corrective actions implemented, and identify opportunities and/or needs to readjust service level expectations or performance targets. c. Review all performance complaints received or issues that may affect service performance. d. Conduct an evaluation of the success in the adoption, acceptance and commitment to the SLA by both parties: i. How successful has the SLA been - has it made a difference? ii. Has it been used by DAS Shared Financial Services staff, and if not, why? iii. Has it helped manage customers’ expectations? iv. Have customers used it or adhered to it, and if not, why? v. What barriers/problems have there been and what other feedback has the service provider received?  The SLA team will review and make recommended changes/updates to the content of the SLA document  The draft amended SLA document will be submitted to the CUB for review and approval.
Sample 1

Related to Biennial SLA review

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