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SERVICE LEVEL AGREEMENTS

& OUTSOURCING STRATEGIES
15-16 October 2009 z JW Marriott Hotel, Kuala Lumpur, Malaysia

Your Service Level Agreements (SLAs) are the only proof and description of what you
buy and what you receive in an outsourcing deal. This means that without an SLA you
receive what is delivered and not what is required.

This 2-day highly in-demand Course is designed to provide you with practical skills and
tools needed to develop an effective Service Level Agreement (SLA) and to manage
your service-based contracts, including how to:
Improve understanding of the often misunderstood outsourcing relationship
Increase awareness of what to look out for in an SLA
Establish concise contractual terms
Discover defects, obstacles and risks which may affect the SLA

In a step-by-step approach, this course will take you through the tried and tested process
of developing an SLA so that it ultimately performs as required. This entails identifying
key issues and components so that the necessary terms and conditions are outlined in a
practical and measurable SLA. Important issues and common concerns that accompany
the process, such as legal technicalities, bonuses, penalties and pricing considerations
will also be addressed.

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Strictly limited seating to ensure value added to all Participants - so book early! Comprehensive course materials will be provided.

Delegates who successfully complete this course will receive the Asia Pacific Centre for Continuing and Professional
Development Certificate for Participation

A division of the Asia Business Forum

 6(59,&(/(9(/$*5((0(176
WHY YOU
CANNOT MISS THIS COURSE
By the end of the Course, you will be able to:
 REAP benefits from your service level agreements
(SLA) by completely understanding what they are,
when and how they should be used
 (1+$1&( your understanding of the outsourcer
and service provider relationship
 ,1&5($6( your awareness of what to look out
for before agreeing and signing an SLA
 6758&785( your Service Level Agreements
 :$/. through the minefield of legal issues that
are associated with SLA’s
 ,'(17,)< obstacles and risks which may affect
your contractual agreement
 MAXIMISE your return from contracts prior
to expiry by learning how to review contract
performance and effectively assess future
outsourcing options
 IMPROVE your understanding of the purchaser/
provider relationship
 '($/ with dispute resolution in the context of SLA’s
 MANAGE change, renewal and exit procedure in
your SLA
 GENERATE new opportunities and solutions for
your service needs by finding out how to plan,
implement and evaluate outsourcing relationships
WHO SHOULD ATTEND
This Course is highly beneficial for managers and
project leaders who are responsible for Service Level
Agreements and/or outsourcing implementation and
contracts. These include:
PROGRAMME AGENDA
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8:00 REGISTRATION AND MORNING COFFEE
9:00 SESSION 1: 29(59,(:$1','(17,)<,1*7+(
2%-(&7,9(62)$16/$
 „What are Service Level Agreements (SLA)
 „Objectives of having an SLA
 „Structuring an SLA that is most suitable for the contracting
par ties
10:00 SESSION 2: 7+(6/$$1'7+(2876285&,1*
AGREEMENT
 „Advantages and disadvantages of outsourcing
 „Defining the service to be outsourced
 „Assessing the service levels required
 „How to monitor performance levels - A system in place
 „Responsibilities of both contracting par ties
 „Regular communication between the contracting par ties
10:45 MORNING REFRESHMENT
11:00 SESSION 3: :25.6+23$
Participants will be presented with a scenario which will
require them to consider the commercial and legal issues
to be included in an SLA. This will facilitate an in-depth
discussion of the structure and content of the SLA.
12:30 LUNCH
1:30 SESSION 4:3$57,&8/$5,668(63$57
Y Contract Managers and Administrators  „The law of contract
Y Service Delivery Managers
Y Shared Service Managers  „Defining the scope of the SLA
Y Tendering Managers  „Organising and managing the agreement
Y Purchasing/Procurement/Logistics Managers
Y Assets and Facilities Managers
Y Project Leaders and Managers 2:30 SESSION 5:3$57,&8/$5,668(63$57
Y Corporate Legal Counsels
 „Governing law and jurisdiction
Y Operations Manager
 „The advantages and disadvantages of litigation,
IN-HOUSE TRAINING  „arbitration and mediation
Why Not Train More People for Less Money?  „Strategies in mediation and arbitration
 „Drafting the most suitable dispute resolution clause
If you have a team of 6 or more people who need to attend this
training, it is more cost effective to have this Course customised
to your organisation – at your training site. Savings can be
significant! 3:30 AFTERNOON REFRESHMENT
For more information on our in-house training programme,
please email inhousetraining@abf-asia.com 3:45 SESSION 6: :25.6+23%',6387(5(62/87,21
STRATEGIES
8:00am (Day 1) Registration and Coffee/Tea
A scenario will be presented to the participants that will
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8:30am (Day 2) Coffee/Tea

require that they demonstrate their understanding of various
9:00am Programme Commences
dispute resolution procedures by reviewing and critiquing
10:30am to 10:45am Morning Refreshment
12:30pm to 1:30pm Lunch
various sample draft dispute resolution clauses.
3:00pm to 3:15pm Afternoon Refreshment
5:00pm End of Programme 5:00 (1'2)'$<21(
 2876285&,1*675$7(*,(6
ABOUT YOUR COURSE LEADER

'$< 2&72%(5z)5,'$< .KDOHHO 1DPD]LH is Director

of G R Law Corporation. Khaleel
was admitted as an Advocate &
Solicitor of the Supreme Court
8:30 MORNING COFFEE of Singapore in 1994. He is also
a member of the Law Society of
9:00 SESSION 7: 3$57,&8/$5,668(63$57 England & Wales. He read for a
 „Payment issues including taxes & interest for late payment
 „How to limit liability in certain circumstances and how to
exclude liability (if any)
 „Remedies for breaches of the SLA including damages,
service credits and indemnification
 „Security issues (e.g. disaster recovery issues)
 „Intellectual property concerns
 „Data protection and export control issues
 „How to protect confidentiality
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.
Khaleel is particularly interested in legal issues related
to outsourcing transactions and the legal and regulatory
10:00 SESSION 8: 3$57,&8/$5,668(63$57 aspects of emerging technology. He has conducted
 „Building a flexible yet certain SLA
 „Structuring the change control process
 „Maintaining constant communication between the
contracting parties
 „Ensuring continuity of service
 „Case study: Implementing change control in an
 „Outsourcing Agreement
10:45 MORNING REFRESHMENT
11:00 6(66,21:25.6+23&'5$)7,1*
021,725,1*$1'&+$1*(&21752/&/$86(6
$1'352&('85(6
Participants will be faced with a scenario which will require
them to analyse and apply the change control clauses in an
SLA, thereby allowing them to identify the key steps to be
followed and the issues involved when these clauses are
triggered.
12:30 LUNCH
1:30 6(66,21+80$15(6285&(,668(6
 „The need for staff transfers
 „Personnel and personal aspects of managing staff
 „How to ensure the continuity of employment arrangements
and the provision of services
 „Employment law issues
 „Case study: Structuring an HR Outsourcing Agreement
2:30 SESSION 11: TERMINATION
 „Liabilities upon different termination scenarios (including
payment)
 „Service continuity upon termination of the SLA
 „Issues when handling over to a third party service provider
3:30 AFTERNOON REFRESHMENT
3:45 SESSION 12: :25.6+23'7(50,1$7,21
Participants will be confronted with a scenario where an
SLA is to be terminated. This will enable the participants
to examine the issues involved and steps to be taken when
such a situation occurs and how to ensure, as far as possible,
service continuity.
5:00 (1'2)&2856(
a number of seminars and workshops in Singapore,
Malaysia and many other countries in Asia on a variety
of subjects, the most recent being on corporate law and
service level agreements.
Apart from his considerable experience in advising local
and international clients in private practice on a variety
of commercial, corporate and litigation matters, Khaleel
has worked in the Asia Pacific Legal Department of
Hewlett-Packard Singapore (Sales) as a Commercial
Contracts Manager with special responsibility for the
Asia Emerging Countries of Pakistan, Bangladesh and
Vietnam. He also served as the senior legal counsel at
the Singapore Telecommunications Limited as part of
the SingTel Global Offices team with responsibility for
negotiating the legal aspects of agreements (including
Service Level Agreements) with a significant number of
Fortune 500 companies.
620(&200(176)5203$673$57,&,3$176
“Very informative and good balance of lecturing and
participation of delegates. Knowledge gained will be very useful
in drafting future SLAs”
.........................................................................................
“Excellent experience sharing! Not easy to sustain the interest of the
class on such a heavy, technical topic. Well done!”
.........................................................................................
“Good presenter, very well versed”
.........................................................................................
“The structure in the presentation and the various
components/framework approach to SLA is practical”
.........................................................................................
“Workshop examples are interesting and
reflect what’s encountered in reality”
KEY POINTS ABOUT THIS COURSE
This 2 day Course is specially designed so that participants
will learn how to get their SLAs and outsourcing initiative right
and lead them to lasting and mutually profitable customer-
service provider relationship that deliver real competitive
edge. This programme includes practical strategies that
will assist you in planning, developing and managing SLA
that delivers direct benefit to the organisation.
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CALL (603) 2070 3299 or FAX (603) 2070 3369 or
logon to www.abf-asia.com