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Central Bank’s Guidance On What

An SLA Should Include:

1 THE SERVICE AND ROLES AND RESPONSIBILITIES OF
CONTRACTING PARTIES:

The Central Bank stipulates that an SLA must, at a minimum, “clearly set out
the nature, quality and scope of the service to be delivered” along with the
roles and responsibilities of the contracting parties.

While to most RFs, this is a given, the emphasis on “clearly” should be particularly heeded.
The preference to use broad, generic terms in this context is not acceptable to the Central Bank.

2 QUANTITATIVE AND QUALITATIVE PERFORMANCE MANAGEMENT:

In the context of performance management, the Central Bank identifies the “poor development,
documenting and monitoring of key performance indicators (“KPIs”) that the OSP is or
3
should be measured against” as one of the “biggest weaknesses” in this area. The Central
Bank explains that this also includes updating KPIs as a result of changing business needs
or plans. Furthermore, the Central Bank also stresses the importance of the inclusion
of key risk indicators in the SLA as they can act as ‘early warning indicators’ of potential
future service issues.

In light of these observations, the Central Bank stipulates that at a minimum,
an SLA must “include requirements for service levels, availability, and
reliability, including measurable performance metrics and remedies for
performance shortfalls”.

3. Outsourcing Service Provider

www.matheson.com DISCUSSION PAPER 8 – OUTSOURCING FINDINGS AND ISSUES FOR DISCUSSIONS 2

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