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• Business Analysis & Systems Analysis
• IT & the Law
• IT Contracts & SLAs

IT CONTRACTS & SLAS

COURSE OVERVIEW

IT Contracts & Service Level Agreements (SLAs) are unique in many aspects from other contracts.

In order to ensure that you are receiving the level of service that you are expecting, it is important that you know how to put together a Service Level Agreement that ensures that you receive the service that you need and will be paying for.

Furthermore, contracts are often littered with legal jargon that is difficult for non-lawyers to understand the implications of.

To assist IT Professionals to better understand SLAs and ensure that they procure services to the standard that is required, AstroTech is offering a training programme on "IT Contracts & SLAs".

28-30 March 2012

22-24 August 2012

 

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The course will cover the following key topics:

  • IT Contracts and SLAs
  • Service Level Issues Including:
    - Availability
    - Performance
    - Response Time To Failures
    - Cost
  • Performance Measurement
  • Metric Applicability and Threshold Calculation
  • Dealing with Consortia and Multiple Suppliers
  • SLA Monitoring Tools
  • Statistics Monitoring & Reporting
  • Management Reporting
  • Managing Stakeholder Expectations
  • Service Level Surveys
  • Escalation Procedures
  • Benchmark Checks
  • Setting Realistic Limits
  • Penalties & Incentives
  • Contracts Law
    - Terms and Conditions
    - Contract Termination
    - Confidentiality & Non-Disclosure Agreements
    - Breach & Remedies
    - Performance, Non-performance & Possibility of Performance
  • And much more!

WHO SHOULD ATTEND

Project Managers, Contract Managers, IT Managers, IT Professionals, Project Co-ordinators, Procurement Managers, Buyers, IT Sales Personnel and anyone else with an interest in IT Contracts and SLAs.

KEY BENEFITS

  • Gain an understanding of the different kinds of Contracts & SLAs
  • Gain an understanding of SLAs and how to effectively use them
  • Gain an understanding of how to measure Service Levels
  • Gain an understanding of how to ensure that SLAs are Realistic
  • Understand legal terminology and the implications of terms & conditions

TAKE HOME TOOLS

  • Training Manual & CD
  • All delegates receive one month of telephonic support relating to course content

THE VENUE
  • The AstroTech Conference Centre in Parktown, Johannesburg is in a gracious mansion in one of the most historic and beautiful areas of Johannesburg. It is a high-end business focused conference centre with competitively priced packages, excellent facilities and top client service. Close to major highways, airport and Johannesburg city centre, this state-of-the-art venue offers elegance, discretion, security and convenience with safe parking.

GENERAL

Provision of the course by AstroTech includes:
  • Professional Presentation of the subject matter

  • All course material & tutorials

  • Suitable Training Venue

  • Lunch & refreshments
TERMS AND CONDITIONS

Upon receipt of your enrolment, a tax invoice will be processed and payment is required prior to the start of the scheduled course.

Should course expectations not be met for any reason, delegates are given the opportunity to leave before lunch on the 1st day and receive a full refund of the course fee.

 Cancellations

A cancellation can only be confirmed if we are advised in writing at training@astrotech.co.za

For cancellations received more than one week prior to the course:

  • 0% cancellation fee will apply.

For cancellations received less than ONE WEEK prior to the course:

  • 50% cancellation fee will apply. 

For cancellations received within 24 hours of the course:

  • 100% cancellation fee will apply.

Substitutes are welcome at no additional charge at any time prior to the course.

 Postponements

Requests to postpone course attendance must be received in writing at least three full working days prior to the course commencement.

Should we not receive written confirmation within this period; the postponement will be subject to an additional fee of R 1,430 (excl VAT) per delegate.

All course postponements or programme exchanges need to be utilized within 6 months of the original course booking or the course fee will be forfeited.

Cancellations on postponements or exchanges are subject to the full course fee.

 Absent Delegates

In the event that a delegate does not arrive for the course and no written cancellation has been received and confirmed, the full course fee will be payable.

 Presenters

Should it be necessary, AstroTech reserves the right to substitute the presenter.

 Communication

When a person registers on AstroTech’s website, is registered on an AstroTech course or sends an email to AstroTech, that person consents to receiving communications electronically or otherwise by AstroTech and/or its business partners.

 Disclaimer

AstroTech wish to advise that they will not be held responsible for any loss, damage or harm, direct, indirect, consequential or otherwise and howsoever arising that may be caused to any person or property during the providing of any services by AstroTech to the client.


28-30 March 2012

22-24 August 2012