Service Level Agreements (SLA)
Monday, February 23, 2026
Category:Contract Management & Law
3
Days
Dubai
9:00am – 4:00pm
Introduction
An SLA is a legally binding agreement between a service company and its clients that details the services the supplier will deliver and the quality criteria the provider must satisfy. SLA’s are essential for service providers because they allow them to set the requirements of their clients and specify the thresholds beyond which they will not be held responsible for service interruptions or poor performance. Additionally, customers gain from SLA’s since they detail the service’s performance characteristics, which can be compared to those of competing providers.
Solid State Solutions’ Service Level Agreements Training will empower you to make educated decisions about which tasks to outsource and which to keep in-house, as well as how to choose the most qualified service provider and evaluate their performance. This training course will teach you how to understand the different contract types, the advantages, and downsides of SLA’s, how to avoid common potential traps, and how to improve performance.
Objectives
The Service Level Agreements (SLA) training course from Solid State Training aims to:
- Identify the advantages of using service-level agreements
- Discuss contracting arrangements for SLA’s and their applications
- Understand dealing with internal and external contractors
- Understand the Basics of Outsourcing
- Learn about the characteristics, functions, and advantages of lean contracts
- Learn about the various contract types and when and how to use them
- Understand the Principles of Service Level Agreements (SLA’s)
- Understand how to keep track of the contractor’s performance
- Learn to link performance with penalties and rewards
- Discover tips and Tricks for Successful Negotiation
Training Methodology
This Service Level Agreements training programme will be held in a workshop format, with formal lectures and several interactive activities. The training course will adopt the following methodology:
- Interactive lectures by Industry expert
- Trainer-led discussion sessions
- Problem-solving
- Business simulation, role-playing, management games,
- Use of case studies
The training course will adopt Solid State Solutions’ proven unique methodology ‘Do-Review-Learn-Apply’ like all its training courses.
Organizational Impact
The training course by Solid State Training will benefit an organization by:
- Capturing and documenting workplace behaviours that aid in the establishment of organisational expectations
- Meeting the demands of businesses that rely on long-term partnerships with external service providers
- Better provider-customer communication which will encourage collaboration
- Understanding the current level of service performance
- Saving the firm’s time and money by avoiding missed expectations
- Improving employee service management
- Improving the employee experience
- Allocating resources efficiently
- Improving team motivation and performance
Personal Impact
The training course by Solid State Training will benefit a participant by:
- Helping them plan and create a variety of service level agreements, as well as negotiate and manage contract discussions and disputes
- Developing knowledge on the inclusion of quality service level agreements (SLA’s) in procurement procedures
- Understanding techniques of managing SLA in real-world and gaining an edge over others
This training course will benefit the following:
- Professionals working in purchasing and procurement, commercial and contract management
- Technical operatives performing under service-level agreements at all levels
- Professionals in service delivery and quality assurance
- Project Coordinators, Contract Administrators, and Contract Professionals
- Buyers, Specifiers, Purchasing Professionals, and Procurement Officers
- Professionals in Information Technology
- Professionals responsible for planning, appraisal, and preparation of tenders
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