How to write a good agreement

Agencies today face the difficult task of translating their users' desires into formal service-level agreements. Here are a few areas agencies should focus on when writing their agreements, according to experts in the field.

* Completeness. The document should clearly outline all of the functions that will be monitored and include end-to-end response time expectations or goals for specific components, such as router throughput.

* Reporting functions. The agreement should list the reports that will be used to gauge performance, how often they will be generated and who will be able to access them.

* Change management. Networks are dynamic entities; applications, devices and users are added or subtracted. The agreement should outline the impact such changes will have on performance requirements.

* Clarity. Although a service-level agreement is a formal contract, it should not read like a legal brief. Both parties should easily understand the basic principles as well as the potential penalties.

* Consistency. Service-level agreements tend to be complex and lengthy, so the authors should ensure that terms, such as "end-user response time," are used in a consistent manner throughout the document.

Featured

  • CLOUD
    pentagon cloud

    Court orders temporary block on JEDI

    JEDI, the Defense Department’s multi-billion-dollar cloud procurement, is officially on hold, according to a federal court announcement Feb. 13.

  • Defense
    mock-up of the shore-based Aegis Combat Information Center

    Pentagon focuses on research, cyber in 2021 budget request

    The Defense Department wants to significantly increase funds for research, cyber, and cloud.

Stay Connected

FCW INSIDER

Sign up for our newsletter.

I agree to this site's Privacy Policy.