SLAs

An SLA — a service level agreement — is what the service is providing your organisation and what it will cost. This is where you read one, sign it, ask a colleague to sign it, and ask for changes before you do.

Where to find it: Organisation Account > SLAs

Reading an agreement

Choose the agreement from Select SLA. You can then narrow what you are looking at by term, and change the report option to see the lines a different way. The print icon gives you a printable copy — which is the one to keep or circulate internally.

The lines are as things stand

An SLA's lines reflect the service as it is now. If lessons have been added or changed since the agreement was released, what you see has moved with them. That is deliberate — it is the current picture, not a frozen quote.

If the organisation has no agreements, the page says so.

What the status means

Status	What it means for you
PENDING	Still being prepared by the service. Read-only — nothing for you to do yet
RELEASED	Ready for you to sign
FOR REVIEW	Released, but your service does not have agreements signed on the Portal. For information only
SIGNED	Agreed. It shows the PO number, the date, and who signed it

Where an agreement cannot be signed here, the page says why rather than just disabling things. A superseded agreement has been replaced by a newer one.

Signing it

The sign-off form appears only when the agreement can be signed and you are somebody who signs for the organisation. It asks for:

• a PO number, if your organisation uses them,
• agreement to the terms and conditions, which you can open and read first,
• then Sign Off.

Signing commits the organisation to the cost

The total cost is shown above the form. Signing is the organisation accepting the agreement and what it will be invoiced for, so if the lines are not what you expected, raise a change request first — see below. Once signed, the agreement records your name against it.

Asking somebody else to sign

If you are not the right person — or you are, but you would rather it went to the budget holder — the page lists the organisation's other signatories with a button to ask each one to sign. They are emailed a link straight to the agreement.

Two things to expect:

• A signatory with no email address held cannot be asked, and the page says so beside their name. Add an address under Associations first.
• If nobody at the organisation is set up to sign, you are told there is no sign personnel. That needs the office, or somebody added under Associations.

Where you can sign yourself, there is also a shortcut through to Associations, so you can fix who is listed without losing your place.

Asking for changes

If the agreement is not right, request changes rather than signing it and sorting it out afterwards. A change request is raised against a particular activity and carries your notes.

A request has two sides:

• Request details — what you want changed. You can update the notes while it is open, and close the request when it is settled.
• Communication — a thread of comments with the service, each with its date and who wrote it, so the conversation stays attached to the request instead of living in somebody's inbox.

SLA History

SLA History is the same view for agreements that are done with — previous years, and superseded versions. It is there for organisations whose people sign agreements or can see invoices, and it is the record to go back to when a question comes up about what was agreed and when.