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IT Contracts & Service Level Agreements (SLAs) are unique in many aspects from other contracts. In order to ensure that you are receiving the level of service that you are expecting, it is important that you know how to put together a Service Level Agreement that ensures that you receive the service that you need and will be paying for. Furthermore, contracts are often littered with legal jargon that is difficult for non-lawyers to understand the implications of. To assist IT Professionals to better understand SLAs and ensure that they procure services to the standard that is required, AstroTech is offering a training programme on "IT Contracts & SLAs".

The course will cover the following key topics:

  • IT Contracts and SLAs
  • Service Level Issues Including:
    - Availability
    - Performance
    - Response Time To Failures
    - Cost
  • Performance Measurement
  • Metric Applicability and Threshold Calculation
  • Dealing with Consortia and Multiple Suppliers
  • SLA Monitoring Tools
  • Statistics Monitoring & Reporting
  • Management Reporting
  • Managing Stakeholder Expectations
  • Service Level Surveys
  • Escalation Procedures
  • Benchmark Checks
  • Setting Realistic Limits
  • Penalties & Incentives
  • Contracts Law
    - Terms and Conditions
    - Contract Termination
    - Confidentiality & Non-Disclosure Agreements
    - Breach & Remedies
    - Performance, Non-performance & Possibility of Performance
  • And much more!


Project Managers, Contract Managers, IT Managers, IT Professionals, Project Co-ordinators, Procurement Managers, Buyers, IT Sales Personnel and anyone else with an interest in IT Contracts and SLAs.


  • Gain an understanding of the different kinds of Contracts & SLAs
  • Gain an understanding of SLAs and how to effectively use them
  • Gain an understanding of how to measure Service
  • Gain an understanding of how to ensure that SLAs are Realistic
  • Understand legal terminology and the implications of
    terms & conditions


  • Training Manual & CD
  • All delegates receive one month of telephonic support relating to course content


Provision of the course by AstroTech includes:

  • Professional Presentation of the subject matter
  • All course material & tutorials
  • 1 month of related telephonic support

The course is 3 days in duration.

Please note that the venue, lunch and refreshments must be provided in-house and is not included in the cost of the course.

For more information on AstroTech in-house courses, please contact AstroTech on 0861 Astro T (0861 278 768) or 011 582 3222 or