We provide consultancy and services for corporate service level agreements, commercial service level agreements and service level agreement services. Concepts of Service Level agreements. Due to continuously changing and increas ing demands from the customers, globalisation of service business and to differentiate the quality of service provided by the service providers, service providers need to implement Service Level Management in their company.

To ensure the quality of service guaranteed by the company the service provider needs to train all the staff members who are playing some role in the SLA, otherwise the SLA will be just one another document in the legal file. For example in a Telecom company Customer Care, Marketing, Operations, field staff, accounting are the departments who play effective roles in implementing SLAs. If all the staff members of the above mentioned departments are not able to have an understanding of their part of SLA and a plan of action the SLA will end up in difficulties.

In addition to that SLA helps any Company to manage their resources effectively and hence helps to increase the productivity of the company. It also helps the Company to have a department wise and individual wise performance evaluation through effective monitoring systems. Hence many Service Providers organise in house training for their staff members.

Mr.Ravi Shankar trains the staff members of various Service providers about the SLM, concepts of SLA, developing and crafting of SLA, designing of meaningful metrics, Monitoring systems, Review procedure, change management, domestic and international legal obligations etc., Generally the workshops goes for two days and six hours every day. (For model Course contents and fee details please contact : mylawyer@vsnl.com

He has conducted programmes for International training Companies like Marcus & evans, London. His programmes are attended by the participants from all technology and non technology companies. It is important to note that he is the first Indian to conduct such SLA work shops in and outside India.

Today as Peter Drucker rightly said it an era of discontinuity. Hence the needs of the clients are changing so frequently due to changed technology , changing customer needs and expectations. Due to increased competition and reduced customer loyalty the service providers and customers face strong challenges in retaining and improving their market position and share. It is wrong if we think that SLA is a legal agreement and it can be drafted by the legal departments of a Service provider or the consumer. Service Level Agreement is not just a legal document. In B2B environment it is much more than a legal document and if it is properly drafted then it will help both the companies to get the maximum benefits out of that and reduce the possibility of legal proceedings.

Hence the firm offers its services as a facilitator or as an Umpire or as a consultant to settle SLAs. Facilitation service includes assisting both the parties to reduce their differences during negotiation and end up in a SLA. In case of any requirement of any interpretation in the contract the facilitator will interpret the contract in the light of the negotiation between the parties. In some SLAs the parties appoint the facilitator as the Arbitrator in case of any disputes in future.

The Firm’s client list can be obtained by writing to mylawyer@vsnl.com

The Firm also handles the legal proceedings like Mediation, Arbitration or litigation arising out of SLAs.