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Event Date Tue Feb 25 EST (almost 2 years ago)
Region All

Service levels provide targeted, effective incentives to cause service providers to achieve their customers’ desired business outcomes and have been in use since the 1980s. However, customers too often discover that those service levels are being achieved with reports showing green while the service itself feels red. Now, new automation and data management technologies allow customers to measure the new aspects of the services and to give more immediate feedback on service level performance. At the same time, the digital economy is changing traditional service level concepts by requiring new SLA management capabilities that use proactive and predictive modeling rather than monthly historical performance to help ensure good end-user experiences. Join Mayer Brown Partner Brad Peterson and associates Qi Chen and Alan Velasco as they discuss the principles and tools necessary to create meaningful performance standards for the digital age, including how to: draft clear calculations that result in consistent measurements; align measurements with the supplier’s actual scope; avoid common pitfalls and capturing the new service levels available from emerging technologies.

Learning Objectives:

• You will be able to discuss service level fundamentals.
• You will be able to explain how to select the appropriate service level standard.
• You will be able to define measurement methodology.
• You will be able to review future proofing for service levels.


2020 Speakers


Qi Chen
Associate Attorney, Mayer Brown LLP

Brad L. Peterson
Partner, Mayer Brown LLP

Alan F. Velasco
Associate Attorney, Mayer Brown LLP

Sponsors & Partners

2020 Sponsors