Drafting Service Level Agreements: Best Practices for Corporate and Technology Counsel

Structuring Key Provisions, Anticipating Common Areas of Dispute and Streamlining Negotiations

Recording of a 90-minute CLE webinar with Q&A

Conducted on Wednesday, October 2, 2019

Recorded event now available

or call 1-800-926-7926
Course Materials

This CLE course will guide business and technology counsel on drafting service level provisions in technology agreements, with a focus on lessons from recent cases.


The technology services environment is evolving hourly, and drafting service level agreements (SLAs) presents unique challenges for counsel to customers, service providers and vendors.

SLAs at their most uncomplicated address the current level of anticipated service. Well drafted and effective SLAs also outline what happens when the unanticipated occurs, relationships break down, or the parties need to make changes--additions, deletions and modifications to the service levels.

Case law, including State of Indiana v. IBM, provides useful lessons and reminders for business counsel negotiating SLAs. The ruling demonstrates how a provider of services may avoid breaching an SLA or be held liable for failing to meet a service level via the substantial performance of the contract. The case also addresses issues regarding preparing a cure notice and more.

Listen as our panel of attorneys experienced in drafting IT contracts discusses best practices for negotiating service levels in the agreements.



  1. Structuring service level agreements
    1. Key provisions
    2. Measuring tools
    3. Reporting
    4. Standards
    5. Common issues and remedies
  2. Lessons learned from case law


The panel will review these and other critical questions:

  • How can counsel for service providers, vendors, and customers entering SLAs best mitigate risk when drafting and negotiating the agreements?
  • What are the lessons from court decisions on drafting service levels and SLAs properly?
  • What are the most commonly disputed issues during contract negotiations, and what are some practical strategies for resolving them?


Tantleff, Aaron K.
Aaron K. Tantleff

Foley & Lardner

Mr. Tantleff focuses on providing legal and strategic guidance regarding information technology, outsourcing,...  |  Read More

Tollen, David
David W. Tollen

Sycamore Legal

Mr. Tollen is the author of the American Bar Association’s bestselling manual on technology contracts, The Tech...  |  Read More

Yeung, Vivian
Vivian Yeung

EVP, Chief Digital & Technology Officer
Fremont Bank

Ms. Yeung specializes in digital product strategy; product management and roadmap planning; mobile; online banking;...  |  Read More

Access Anytime, Anywhere

Strafford will process CLE credit for one person on each recording. All formats include course handouts.

To find out which recorded format will provide the best CLE option, select your state:

CLE On-Demand Video