Service Level Agreement - 101 Training™ (Standard)

Get your SLAs right every time

The Problem

The Service Level Agreements you benefit from do not seem to be of much benefit.

Related challenges include: 

  • every service you are offered seems to carry its own SLA
  • the SLAs you have seem “leaky” in terms of benefit
  • required performance levels are not being achieved but still no service credits
  • you are not sure what KPIs you should ask for
  • your commercial teams seem to think that “top line” SLAs are all you need
  • the SLA relief is not proving an adequate remedy for supplier non-performance
  • the SLA sometimes prevents you from terminating
  • you are not sure how to draft a proper SLA
  • you are not claiming the full service credits you are entitled to
  • your team didn’t understand how the SLA worked
  • the SLA was not easy to implement/monitor
  • comparing available SLAs is not easy
  • SLAs are frequently agreed post contract signing
  • you have too many SLA types

Wouldn't it be good if your team could negotiate great SLAs that delivered proper performance outcomes to your business.

The GLS Solution

GLS Service Level Agreement - 101 Training™  (Standard) is a highly interactive and entertaining SLA training module specifically designed to help your team nail their approach to the review and/or production of any type of service level agreement. 

This training module covers:

  • what is a “service level agreement”
  • how to select the correct service levels/KPIs
  • how to formulate relevant service acceptable performance ranges
  • SLA measurement methodology and reporting protocols
  • calculation and entitlement to service credits
  • approaches to critical service failure scenarios
  • exemptions from service level calculations
  • how the SLA does and should interact with the rest of the contract
  • SLA related data golden rules
  • SLA related “war stories”

To drive memory retention – the session is engineered to be both interactive and entertaining by “personalising” the approach to SLA review and/or production.

This GLS training module affords you the opportunity to ensure that you are delivering high quality training to your teams in an extremely professional fashion whilst allowing you to remain focused on your client facing priorities. 

Problem solved.

Solution Deliverables

90min Session:90 Minute session delivered via videoconference to users located anywhere in the world. GLS uses Teams at its preferred platform but can work with any other vid conf platform if needed
Key Issue Focus:Coverage of all the main issues of legal import that frequently arise in practice around this topic 
Behaviour Focused:The session focuses on conveying “information application” techniques that will drive the right behavioral approach by your team to this subject - a more effective strategy than “wrote memorization”
Pre-Session Materials: A session teaser for your compliance team to circulate to proposed attendees, in order to introduce the session and kick start “issue” receptivity (Support Materials).
Supporting Slides:A vibrant slide deck outlining the  subject key issues  – these will be branded in your livery if requested and can be made available digitally.
Subject Matter Expert: The session is led by subject matter experts who have been advising on this topic for clients globally.
Q&A: An interactive Q&A session to address queries from the workplace. 
Takeaway Materials: Takeaway checklist for your team to pin to their desks, in order to reinforce the message of the session and drive compliance practices (Support Materials).
Online Audit: An online audit for you to test audience retention 1 month after the session (Support Materials)
Digital Rights Available:If you want the digital rights for the presentation - select the relevant tier

Solution SLA Options and US$ Pricing

Column oneColumn twoColumn threeColumn fourColumn five
Pre-Session Materials
Standard Training Modules
Digital Rights
Takeaway Materials (Slides/Checklists)
Online Follow Up Test
Price (excl. VAT)$1,499$2,499$2,999$3,499

Pricing Comparison

GLS provides a complete training solution for $1,499. What would you get from a typical law firm for this amount? Well, see below.

Big Law ReviewUS RateGLS CostMinutes
Partner$850$1,4991h 42m
Senior Associate$640$1,4992h 20m
Blended Rate$520$1,4992h 53m
Associate$480$1,4993h 06m
Junior Associate$420$1,4993h 34m

GLS RPLV Legal Operations Score

This solution’s GLS RPLV impact score:

Resource Status: Specialist Repeater Formative
Ease of Implementation: Complex Average Easy
Value Demonstration/Visibility: Low Medium High
Productivity Leverage Profile: Low Medium High
IHL Line Optimisation: Single Multiple All Lines

IHL Critical Function Optimisation Targets

This solution enhances performance across the following critical in-house functions:

In-House Legal: Critical Functions / Processes

General Counsel



Managed Service

Human Capital

Legal Operations


Internal Client

GLS has identified 15 critical in-house processes/functions that are present in every world-class legal department. To learn what these functions are, their composition and how they interrelate to deliver efficient legal team performance outcomes - visit here.

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