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Service Level Agreements

Service Level Agreements Solicitors in London and Essex

Service level agreements – also referred to as SLAs – are used to ensure that a service provider performs the services to a required standard and set out the consequences of a failure to do so.

In this regard, underperformance by the service provider is likely to result in a reduction in payments due. 

A key aspect of a service legal agreement is the use of service levels and service credits to ensure that the service provider performs to the required standard, and to prevent or rectify poor performance.

Commonly, service levels are not intended to cover every aspect of the services to be provided but focus on the services that are of most importance and value to the customer. Service levels are normally measured by reference to key performance indicators – also referred to as KPIs.

Service level agreements can be complex documents. The terms can alter considerable but should carefully consider key issues including:

  • Defining the services to be provided
  • Setting out the standards of service to be expected
  • Defining the scope and extent of the service levels, by reference to the KPIs
  • Entitlement to service credits 
  • Payments and the right to make deductions 

Our unique selling point is that we understand what clients want from their lawyers. We will manage your transaction proactively, with careful attention to detail while never losing sight of the bigger picture.

While working with us you will have access to our strong network of other professionals such as accountants, independent financial advisers and bankers.

We offer a range of pricing options and will be happy to discuss these with you. As a client-centred law firm, we will be transparent with you about our pricing and actively manage these in line with our agreements.

How we can help with Service Level Agreements

We are experienced in dealing with service level agreements and will ensure that your commercial interests are protected. 

We will advise you on the best way to obtain value for money in your outsourcing projects, as well as how to link payments made to the actual service received.


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