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Executive Education
Clariden Leadership Institute
Service Level Agreements: Planning, Negotiating & Managing High-Quality Performance Contracts (SG)
Khaleel Namazie
Christopher Bridges Law Corporation
Khaleel Namazie, Christopher Bridges Law Corporation

 

  • Advised and negotiated a number of high value agreements with a significant number of Fortune 500 companies, including legal stints at Singapore Telecommunications Limited (SingTel) and Hewlett Packard (HP)
  • Former Partner at Harry Elias Partnership
  • Received exceedingly high positive reviews from past participants for his high quality trainings on business contract related programs in Singapore and overseas

 

Khaleel Namazie is a former partner at Harry Elias Partnership with extensive experience in corporate litigation. Involved in the advising and negotiation process of numerous high value agreements with Fortune 500 companies, his comprehensive experience also includes advising local and international clients in private on a variety of commercial, corporate and litigation matters, including stints at reputable companies including Senior Legal Counsel at Singapore Telecommunications Limited (SingTel) and Commercial Contracts Manager at Hewlett -Packard (HP) Singapore Pte Ltd.

 

Khaleel is currently a solicitor at Christopher Bridges. His extensive experience includes advising local and international clients in private practice on a variety of commercial, corporate and litigation matters including service level agreements (SLAs). He is particularly interested in corporate governance, outsourcing and the legal and regulatory aspects of emerging technology such as virtual space, online gaming and cloud computing.

 

Khaleel is regularly invited to conduct seminars in Singapore and internationally on a variety of subjects, including technology licensing, commercial law and legal issues relating to SLAs.

 

Khaleel was admitted as an Advocate & Solicitor of the Supreme Court of Singapore in 1994. He is also a member of the Law Society of England & Wales. He read for a Bachelor’s Degree in Law at the National University of Singapore and for a Master’s Degree in Computer and Communications Law at Queen Mary & Westfield College, University of London, the component subjects which were Information Technology Law, Intellectual Property Law, Telecommunications Law, Electronic Banking Law and Internet Law.

Program Summary

 

Designed for non-legal professionals dealing with the management of SLAs, this two-day interactive executive program will equip you with the practical skills in structuring effective sets of SLAs as well as reviewing your existing SLAs for any types of services, be it in-house, outsourced or mixed. You will start off by creating an SLA blueprint that provides the basis for defining and assessing scope of services, cost-of-service rates and key performance measurement parameters. After that, you will consolidate the blueprint details into a robust SLA by looking into the legal issues associated with SLAs and drafting clear, concise and comprehensive clauses using relevant legal terms. You will also discover how to mitigate contractual risks using limitation of liability and indemnification clauses. Understand what circumstances you can suspend, terminate or change your SLAs and how to do it flexibly. Learn how to handle potential disputes or contract breaches of your SLAs using appropriate dispute resolution strategies, jurisdiction clauses and exploring remedies to minimize your company’s losses against inadequate service delivery.

 

Khaleel Namazie, a leading legal authority who has advised and negotiated a significant number of high value agreements with Fortune 500 companies, will utilize case studies drawn from actual legal cases to equip you with the knowledge and awareness of the key legal issues surrounding SLAs. At the end of the program, you will be able to craft detailed SLAs to meet your business objectives without incurring additional costs for your company.



Programs, dates and locations are subject to change. In accordance with Clariden Global policy, we do not discriminate against any person on the basis of race, color, sex, religion, age, national or disability in admission to our programs.

Introduction

 

In today’s globalized marketplace, the attainment of service quality excellence is essential for organizations to remain viable and competitive. The key to effective service quality and performance management stems from a well-conceived set of Service Level Agreements (SLAs) that includes corresponding metrics to monitor and measure a given service’s adherence to its agreement. Hence, it is crucial for organizations to craft comprehensive SLAs that detail the scope, responsibilities, performance outcomes and remedial actions to minimize additional liabilities and costs incurred or the risk of SLAs not meeting performance expectations.

 

This highly interactive and intensive two-day Service Level Agreement Masterclass will guide you on structuring effective and legally enforceable SLAs as well as reviewing existing SLAs for in-house, outsourced or mixed business services. Formulate a detailed SLA blueprint which clearly defines the scope of services to be provided, establishes accurate cost-of-service rates and effectively measures service performance using Key Performance Indicators (KPIs) and Performance Metrics (PMs). You will learn how to develop a robust SLA by integrating your blueprint details and the necessary legal considerations surrounding SLAs such as intellectual property and confidentiality rights. Avoid ambiguities and additional liabilities by learning to draft clauses within your SLAs with clarity using relevant legal terms that suit your business objectives.

 

Designed for non-legal professionals dealing with the management of SLAs, this masterclass will cover the essentials about the scope of limitation of liability and indemnification clauses to help you mitigate contractual risks. Discover when and how to suspend or terminate your SLAs effectively without incurring greater risks for your company and handle potential disputes or contract breaches confidently with appropriate dispute resolution strategies and jurisdiction clauses. Moreover, you will also learn how to build a flexible SLA by structuring and implementing an efficient change control process.

 

Led by Khaleel Namazie, a leading expert in commercial contracts and service level agreements, you will be equipped with hands-on exercises and real-life legal cases from his experience to help you safeguard against legal risks and potential litigation arising from your SLAs. You will leave the program with the confidence of structuring, managing and negotiating your SLAs effectively without having to consistently spend resources on legal advice.

What You Can Expect

 

By the end of this program, participants will be able to:

  • Structure a robust and effective SLA that clearly defines the scope of the services to be supplied, key performance indicators and metrics
  • Examine the legal issues associated with your SLAs to effectively interpret relevant legal terms
  • Mitigate your contractual risks or potential poor service levels by utilizing limitation of liability and indemnification clauses
  • Discover the remedial actions involved to manage change, breach and termination in SLAs flexibly
  • Handle any potential disputes or contract breaches confidently with appropriate dispute resolution strategies and jurisdiction clauses

Who Will Benefit Most

 

CIOs, COOs, Chiefs, Directors, Vice Presidents, Managers, Heads and Controllers of:

  • Service Level Agreements (SLAs)
  • Contract Administration
  • Information Technology (IT)
  • Service Delivery / Shared Service /Customer Service
  • Service Procurement / Service Purchasing / Vendor Management
  • Outsourcing / Business Process Outsourcing (BPO)
  • Customer Relationship Management (CRM)
  • Technical Support / Customer Support
  • Product / Project Management
  • Business Development / Strategic Planning
  • Operations / Facilities / Maintenance

From all industry sectors

 

Program Outline

 

Session 1: Detailing an SLA Blueprint

  • What is a Service Level Agreement (SLA) and its objectives
  • Selecting the correct supplier – tenders and requests for proposals
  • Structuring an SLA that is most suitable for the contracting parties
  • Involving all the stakeholders in the implementation of the SLA
  • Detailing an SLA blueprint including but not limited to:
    o Definition of goods and services
    o Timeframes of delivery
    o Relevant suppliers and contractors

 

Session 2: The Scope of the SLA

  • Service specifications
  • Advantages and disadvantages of outsourcing
  • Defining the service to be outsourced with precision and implications of not doing so
  • Costing the services to be provided under the SLA
  • Case Studies

 

Session 3: Assessing the Performance of the Service Provider

  • The difference between key performance indicators (KPIs) and performance metrics (PMs)
  • The objective of KPIs and PMs
  • Drafting adequate KPIs and PMs such that these are aligned with the needs of the customer
  • Dealing effectively with non-performance
  • Case Studies

 

 

Session 4: Drafting an SLA: Legal Terms You Must Know

  • Discussing what should be included in the SLA including:
    o Parties
    o Commencement date and duration
    o Responsibilities of each party
    o Details of delivery of services
    o Payment for services including late charges and taxation
    o Consequences for breach including liquidated damages and service credit
    o The importance of a regular review of the SLA
    o Implementing a regular reporting structure
    o Managing the continuity of service delivery
    o Supplying the appropriate documentation
    o Drafting suitable intellectual property clauses
    o Using an appropriate confidentiality clause
    o Data protection issues
    o Auditing the KPIs and PMs
    o Miscellaneous other terms that may be in an SLA
  • Interpreting and drafting terms of the SLA to ensure these are drafted with clarity

 

Session 5: Risk Management of an SLA

  • Limitation of liability and exclusion of liability clauses
  • Indemnification clauses
  • Case Studies

 

 

Session 6: Suspension and Termination of the SLA

  • Frustration and force majeure clauses
  • Terminating the SLA for convenience, breach and upon the occurrence of a specific event
  • Service continuity upon termination of the SLA
  • Issues when handling over to a third party service provider
  • Case Studies

 

 

Session 7: Building a Flexible SLA

  • Maintaining constant communication between the contracting parties
  • The importance of negotiation and its role in successfully managing the contract
  • Structuring and implementing the change control process

 

Session 8: Governing Law and Jurisdiction

  • The advantages and disadvantages of litigation, arbitration and mediation
  • Strategies in mediation and arbitration
  • Drafting the most suitable dispute resolution clause
  • Case Studies

 

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Venue: Mandarin Oriental, Singapore
Date: 28 - 29 June 2017
Faculty: Khaleel Namazie
Early Bird 1: S$2,595 (by 3 May 2017)
Early Bird 2: S$2,795 (by 31 May 2017)
Regular Fee: S$2,895
Group Discount: 2nd participant get 10%, or register 3 participants and 4th participant get a complimentary seat
(1 discount scheme applies)
Note: GST is applicable to participants from Singapore registered companies.
Contact: karen.nguyen@claridenglobal.org
 
 
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