Service Level Agreements: The Critical Tool for Risk Alleviation in Remote Settings

Team FMT | September 27, 2023

A comprehensive SLA can play the role of a decision-maker when finalising an agreement between a service provider and a client. When laid out effectively, SLAs speak to the core values of accountability, data protection, and credibility, which are prerequisites in remote setups. So how do we leverage them in the trade-off for a dispersed workforce?

These formal contracts are a regular practice in various industries, including IT, cloud computing, and telecommunications. In the context of remote work, they take on a more crucial role as they serve as a road map for both parties to help understand the details and scope of the project involved and the metrics and key performance indicators (KPIs). Security protocol guidelines are an essential component of this agreement as well.

At FindMeTechie (FMT), we have a way of going about our SLA, and it has helped us stay in line with the project’s objective, keep in mind the client’s requirements, and minimise risks in remote settings. Our FMT prompts will assist you in outlining your SLAs so that they benefit both parties equally.

Begin with the end:

The purpose of every project ought to be spelled out as clearly as possible to ensure both parties are on the same page and can work towards a particular result.

FMT Prompt: We suggest at this stage to ask as many questions as this forms the basis of the project. Once the intent is outlined in precise terms, efforts to synchronise the job and resource requirements will be easier. Here are a few questions we thought might help with defining the project objective.

  • What is our primary goal? What are our sub-goals?
  • What is the time frame of this project? How many stages will exist?
  • Who will be the single point of contact (SPOC) at both ends?
  • How do we communicate feedback from both ends? ?
  • What will the escalation process be?


Measurable Metrics:

It is essential to measure performance to assess its impact; detailed metrics will help quantify the work and gauge the productivity level of service providers. A few primary metrics include response time, resolution turn-around time (TAT), uptime percentage, task delivery, and productivity quotient.

FMT Prompt: When it comes to performance metrics, one may segregate them based on productivity and project-related factors to measure the quality of work and the service providers independently.

Productivity: In a remote setup, one may maintain time and goal sheets to assess the service provider’s level of productivity.

Project related: This covers the tasks assigned to the project and their timely delivery. Resolution times are defined as well in the case of error corrections. The tool maintained for communication also needs to be listed to ensure service providers are available at the time of need.

Security and Compliance Standards:

Alongside prioritizing work, it is imperative to specify the security and compliance measures undertaken to safeguard sensitive information. Every SLA needs to address IP protection and compliance practices that are in line with the relevant industry regulations and data privacy laws. In the case of remote set-ups, this parameter is critical to foster trust and safety and ensure that the quality of work is unaffected.

FMT Prompt: State the security standards certification, the mode of communication, and the process of IP protection in your SLA.

At FMT, we ensure non-disclosure agreements (NDAs) are signed as part of the terms of service to maintain the highest standard of data protection.

Periodic Reviews:

SLAs and key performance indicators need to be reviewed regularly to incorporate the evolving needs of the concerned industry. The frequency of review may vary depending on the industry and the complexity of the project in question.

FMT Prompt: Regular reviews of the SLAs and KPIs make room for alterations and new recommendations if required, but the feasibility of these modifications needs to be taken into account.

SLAs are the preamble of every project; these dynamic agreements set the project in motion. During the assignment, they help us prepare for any oncoming challenges and also help us recognise the possible opportunities at hand. In short, they ‘seal the deal’ for us; what about you?

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