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편집 파일: 1649985866.M37177P11410.server.saraya-global.com,S=26836,W=27332:2,

Envelope-to: fadzil.amran@saraya.com.my
Delivery-date: Fri, 15 Apr 2022 09:24:26 +0800
Message-ID: <6258c91ac7291efd020bddaf@mailersend.net>
Date: Fri, 15 Apr 2022 01:23:38 +0000
Subject: Fadzil: Drafting Your SLA (Service Level Agreement)
From: Jacelyn Solis <jacelynsolis@servicelevelprogram.com>
Reply-To: jacelynsolis@servicelevelprogram.com
To: Fadzil Amran <fadzil.amran@saraya.com.my>
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<http://servicelevelprogram.com/>

*Invitation for Fadzil: Servic=
e Level Agreements: Planning,=20
Negotiating & Managing High Quality Perfor=
mance Contracts*(Unsubscribe=20
<http://ec2-54-189-84-127.us-west-2.compute=
.amazonaws.com/x/u?u=3D0660a226-7f9f-495e-be51-de54c3cffd5a>)

=20

F=
adzil,

=20

Service Level Agreements (SLAs) are a critical component=
 of any outsourcing=20
or vendor contract. Beyond listing expectations of s=
ervice type and=20
quality, an SLA provides remedies when requirements aren=
't met. Poorly=20
drafted and managed SLAs can be costly and incur substant=
ial legal=20
liabilities.

=20

To help you structure a robust and ef=
fective SLA that clearly defines the=20
scope of the services to be deliver=
ed, I would like to invite you and your=20
colleagues to the *Service Level=
 Agreements: Planning, Negotiating &=20
Managing High Quality Performance C=
ontracts=20
<http://servicelevelprogram.com/>* executive program to be held=
 from* 22 =E2=80=93=20
23 June 2022*, virtually (via Zoom).

=20

*Wh=
at You Can Expect*

=20

Designed for non-legal professionals*, this =
program will show you how to=20
formulate a detailed SLA blueprint and cont=
ract performance standards which=20
clearly defines the scope of services t=
o be delivered against Key=20
Performance Indicators (KPIs) and Performance=
 Metrics (PMs)*. You will also=20
discover how to safeguard against any leg=
al risks by using indemnification=20
or limitation of liability clauses tha=
t protect yourself and your company=20
in cases of any disputes or contract=
 breaches.

=20

Packed with real-life case studies drawn from actual=
 legal cases and=20
interactive discussion sessions, this program will show=
 you how to=20
structure effective SLAs as well as review existing ones for=
 in-house,=20
outsourced or mixed business services to ensure delivery of h=
igh-quality=20
service standards for your company.

=20

*Program Boo=
klet <http://brochure.servicelevelprogram.com/> | Program=20
Outline <http:=
//agenda.servicelevelprogram.com/> | Register=20
<http://registration.servi=
celevelprogram.com/>*

*Key Takeaways*

- Build a solid, compreh=
ensive, business framework and *performance=20
   scope* for establishing a=
n effective SLA
   - Identify the *legal issues* associated with your SLA=
s and effectively=20
   mitigate them
   - Effectively manage, monitor an=
d review *contract performance*
   - Negotiate to attain win-win situatio=
n
   - Strategize a robust action plan to *manage change, breach and=20
 =
  termination *in SLAs flexibly
   - Confidently handle any potential *di=
sputes or contract breaches* with=20
   appropriate dispute resolution
  =
=20
  =20
*Your Faculty Leader*

=20

This program will be led by Ms.=
 Beverley Honig, an award winning=20
best-selling author of the book =
=E2=80=9CMaking Contracts Work=E2=80=9D. She is also the=20
award-winner of=
 100 women of influence awards by AFR and a Distinguished=20
Lecturer at Un=
iversity of Melbourne and Queensland University of Technology=20
Business S=
chool.

=20

*Registration Details*

=20

If you are keen, plea=
se register by *4 May 2022* before early bird ends.=20
You will be entitled=
 to a group discount of 10% with 2nd participant and if=20
you register for=
 3 colleagues, you will receive a complimentary pass for=20
your 4th collea=
gue.

=20

I look forward to welcoming you to this exciting program!=

=20

If you have any questions, you can contact me at +65 6899 5030=
, or reply to=20
this email.

=20

*Program Booklet <http://brochure.=
servicelevelprogram.com/> | Program=20
Outline <http://agenda.servicelevelp=
rogram.com/> | Register=20
<http://registration.servicelevelprogram.com/>*=

Thanks,
Jacelyn Solis
Program Director

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iv align=3D"center" style=3D"line-height:10px"><a href=3D"https://o65qngkdz=
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er:0px;width:600px;max-width:100%"></a></div></td></tr></tbody></table></td=
></tr></tbody></table></td></tr></tbody></table><table align=3D"center" wid=
th=3D"100%" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=3D"presen=
tation"><tbody><tr><td><table align=3D"center" border=3D"0" cellpadding=3D"=
0" cellspacing=3D"0" role=3D"presentation" width=3D"600" style=3D"color:rgb=
(0,0,0);width:600px"><tbody><tr><td width=3D"100%" style=3D"vertical-align:=
top;padding-top:0px;padding-bottom:0px;border-width:0px;border-style:initia=
l;border-color:initial"><table width=3D"100%" border=3D"0" cellpadding=3D"0=
" cellspacing=3D"0" role=3D"presentation" style=3D"word-break:break-word"><=
tbody><tr><td><div style=3D"font-family:sans-serif"><div style=3D'font-size=
:14px;color:rgb(57,61,71);line-height:1.5;font-family:Arial,"Helvetica Neue=
",Helvetica,sans-serif'><p style=3D"margin:0px;text-align:justify"><span st=
yle=3D"color:rgb(0,0,0);font-size:12px"><strong><br><span style=3D"color:rg=
b(0,123,90);font-size:20px">Invitation for Fadzil: Service Level Agreements=
: Planning, Negotiating &amp; Managing High Quality Performance Contracts</=
span><br></strong></span><span style=3D"font-size:17px;color:rgb(0,0,0)">(<=
a href=3D"https://o65qngkdzmdlwr12.click.mailersend.net/te/dc/9610b9db-9cc9=
-4f57-a320-402dd5125bbb" rel=3D"noopener" style=3D"color:rgb(0,104,165)" ta=
rget=3D"_blank">Unsubscribe</a>)</span></p><p style=3D"margin:0px">=C2=
=A0</p></div></div></td></tr></tbody></table></td></tr></tbody></table></td=
></tr></tbody></table><table align=3D"center" width=3D"100%" border=3D"0" c=
ellpadding=3D"0" cellspacing=3D"0" role=3D"presentation"><tbody><tr><td><ta=
ble align=3D"center" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=
=3D"presentation" width=3D"600" style=3D"color:rgb(0,0,0);width:600px"><tbo=
dy><tr><td width=3D"100%" style=3D"vertical-align:top;padding-top:0px;paddi=
ng-bottom:0px;border-width:0px;border-style:initial;border-color:initial"><=
table width=3D"100%" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=
=3D"presentation" style=3D"word-break:break-word"><tbody><tr><td><div style=
=3D"font-family:sans-serif"><div style=3D'font-size:14px;line-height:1.5;fo=
nt-family:Arial,"Helvetica Neue",Helvetica,sans-serif'><p style=3D"margin:0=
px;font-size:17px;text-align:justify">Fadzil,</p><p style=3D"margin:0px;fon=
t-size:17px;text-align:justify">=C2=A0</p></div></div></td></tr></tbody></t=
able></td></tr></tbody></table></td></tr></tbody></table><table align=3D"ce=
nter" width=3D"100%" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=
=3D"presentation"><tbody><tr><td><table align=3D"center" border=3D"0" cellp=
adding=3D"0" cellspacing=3D"0" role=3D"presentation" width=3D"600" style=3D=
"color:rgb(0,0,0);width:600px"><tbody><tr><td width=3D"100%" style=3D"verti=
cal-align:top;padding-top:0px;padding-bottom:0px;border-width:0px;border-st=
yle:initial;border-color:initial"><table width=3D"100%" border=3D"0" cellpa=
dding=3D"0" cellspacing=3D"0" role=3D"presentation" style=3D"word-break:bre=
ak-word"><tbody><tr><td><div style=3D"font-family:Arial,sans-serif"><div st=
yle=3D'font-size:14px;line-height:1.5;font-family:Arial,"Helvetica Neue",He=
lvetica,sans-serif'><p style=3D"margin:0px;font-size:17px;text-align:justif=
y">Service Level Agreements (SLAs) are a critical component of any outsourc=
ing or vendor contract. Beyond listing expectations of service type and qua=
lity, an SLA provides remedies when requirements aren't met. Poorly drafted=
 and managed SLAs can be costly and incur substantial legal liabilities.</p=
><p style=3D"margin:0px;font-size:17px;text-align:justify">=C2=A0</p><p sty=
le=3D"margin:0px;font-size:17px;text-align:justify">To help you structure a=
 robust and effective SLA that clearly defines the scope of the services to=
 be delivered, I would like to invite you and your colleagues to the=C2=
=A0<strong><a href=3D"https://o65qngkdzmdlwr12.click.mailersend.net/te/dc/9=
610b9db-9ade-4b3d-8f36-cfe536a5cd2e" rel=3D"noopener" style=3D"color:rgb(0,=
104,165)" target=3D"_blank">Service Level Agreements: Planning, Negotiating=
 &amp; Managing High Quality Performance Contracts</a></strong>=C2=A0execut=
ive program to be held from<strong>=C2=A022 =E2=80=93 23 June 2022</strong>=
, virtually (via Zoom).</p><p style=3D"margin:0px;text-align:justify;font-s=
ize:17px">=C2=A0</p></div></div></td></tr></tbody></table></td></tr></tbody=
></table></td></tr></tbody></table><table align=3D"center" width=3D"100%" b=
order=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=3D"presentation"><tbod=
y><tr><td><table align=3D"center" border=3D"0" cellpadding=3D"0" cellspacin=
g=3D"0" role=3D"presentation" width=3D"600" style=3D"color:rgb(0,0,0);width=
:600px"><tbody><tr><td width=3D"100%" style=3D"vertical-align:top;padding-t=
op:0px;padding-bottom:0px;border-width:0px;border-style:initial;border-colo=
r:initial"><table width=3D"100%" border=3D"0" cellpadding=3D"0" cellspacing=
=3D"0" role=3D"presentation" style=3D"word-break:break-word"><tbody><tr><td=
><div style=3D"font-family:Arial,sans-serif"><div style=3D'font-size:14px;f=
ont-family:Arial,"Helvetica Neue",Helvetica,sans-serif;text-align:justify;l=
ine-height:1.5'><p style=3D"margin:0px;font-size:17px"><span style=3D"font-=
size:20px;color:rgb(0,123,90)"><strong>What You Can Expect</strong></span><=
/p><p style=3D"margin:0px;font-size:17px">=C2=A0</p><p style=3D"margin:0px;=
font-size:17px">Designed for non-legal professionals<strong>, this program =
will show you how to formulate a detailed SLA blueprint and contract perfor=
mance standards which clearly defines the scope of services to be delivered=
 against Key Performance Indicators (KPIs) and Performance Metrics (PMs)</s=
trong>. You will also discover how to safeguard against any legal risks by =
using indemnification or limitation of liability clauses that protectyourse=
lf and your company in cases of any disputes or contract breaches.</p><p st=
yle=3D"margin:0px;font-size:17px">=C2=A0</p><p style=3D"margin:0px;font-siz=
e:17px">Packed with real-life case studies drawn from actual legal cases an=
d interactive discussion sessions, this program will show you how to struct=
ure effective SLAs as well as review existing ones for in-house, outsourced=
 or mixed business services to ensure delivery of high-quality service stan=
dards for your company.</p><p style=3D"margin:0px;font-size:17px">=C2=A0</p=
></div></div></td></tr></tbody></table></td></tr></tbody></table></td></tr>=
</tbody></table><table align=3D"center" width=3D"100%" border=3D"0" cellpad=
ding=3D"0" cellspacing=3D"0" role=3D"presentation"><tbody><tr><td><table al=
ign=3D"center" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=3D"pre=
sentation" width=3D"600" style=3D"color:rgb(0,0,0);width:600px"><tbody><tr>=
<td width=3D"100%" style=3D"vertical-align:top;padding-top:0px;padding-bott=
om:0px;border-width:0px;border-style:initial;border-color:initial"><table w=
idth=3D"100%" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=3D"pres=
entation" style=3D"word-break:break-word"><tbody><tr><td><div style=3D"font=
-family:sans-serif"><div style=3D'font-size:14px;line-height:1.5;font-famil=
y:Arial,"Helvetica Neue",Helvetica,sans-serif'><p style=3D"margin:0px;text-=
align:justify"><span style=3D"font-size:17px"><strong><a href=3D"https://o6=
5qngkdzmdlwr12.click.mailersend.net/te/dc/9610b9db-9ce2-487b-a3b6-231cc2cf7=
d70" rel=3D"noopener" style=3D"color:rgb(0,104,165)" target=3D"_blank">Prog=
ram Booklet</a>=C2=A0|=C2=A0<a href=3D"https://o65qngkdzmdlwr12.click.maile=
rsend.net/te/dc/9610b9db-9cf0-48d8-9451-e9dae4fe5eef" rel=3D"noopener" styl=
e=3D"color:rgb(0,104,165)" target=3D"_blank">Program Outline</a>=C2=A0|=
=C2=A0<a href=3D"https://o65qngkdzmdlwr12.click.mailersend.net/te/dc/9610b9=
db-9cfd-4179-bbf0-f672122e364b" rel=3D"noopener" style=3D"color:rgb(0,104,1=
65)" target=3D"_blank">Register</a></strong><br><br></span></p></div></div>=
</td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></tab=
le><table align=3D"center" width=3D"100%" border=3D"0" cellpadding=3D"0" ce=
llspacing=3D"0" role=3D"presentation"><tbody><tr><td><table align=3D"center=
" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=3D"presentation" wi=
dth=3D"600" style=3D"color:rgb(0,0,0);width:600px"><tbody><tr><td width=3D"=
100%" style=3D"vertical-align:top;padding-top:0px;padding-bottom:0px;border=
-width:0px;border-style:initial;border-color:initial"><table width=3D"100%"=
 border=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=3D"presentation" sty=
le=3D"word-break:break-word"><tbody><tr><td><div style=3D"font-family:sans-=
serif"><div style=3D'font-size:14px;font-family:Arial,"Helvetica Neue",Helv=
etica,sans-serif;line-height:1.5'><p style=3D"margin:0px;text-align:justify=
;font-size:17px"><span style=3D"font-size:20px;color:rgb(0,123,90)"><strong=
>Key Takeaways</strong></span></p><ul style=3D"line-height:1.5;font-size:17=
px"><li style=3D"text-align:justify">Build a solid, comprehensive, business=
 framework and=C2=A0<strong>performance scope</strong>=C2=A0for establishin=
g an effective SLA</li><li style=3D"text-align:justify">Identify the=C2=
=A0<strong>legal issues</strong>=C2=A0associated with your SLAs and effecti=
vely mitigate them</li><li style=3D"text-align:justify">Effectively manage,=
 monitor and review=C2=A0<strong>contract performance</strong></li><li styl=
e=3D"text-align:justify">Negotiate to attain win-win situation</li><li styl=
e=3D"text-align:justify">Strategize a robust action plan to=C2=A0<strong>ma=
nage change, breach and termination=C2=A0</strong>in SLAs flexibly</li><li =
style=3D"text-align:justify"><span style=3D"background-color:transparent">C=
onfidently handle any potential=C2=A0<strong>disputes or contract breaches<=
/strong>=C2=A0with appropriate dispute resolution<br><br></span></li></ul><=
/div></div></td></tr></tbody></table><table width=3D"100%" border=3D"0" cel=
lpadding=3D"0" cellspacing=3D"0" role=3D"presentation" style=3D"word-break:=
break-word"><tbody><tr><td><div style=3D"font-family:sans-serif"><div style=
=3D'font-size:14px;line-height:1.5;font-family:Arial,"Helvetica Neue",Helve=
tica,sans-serif'><p style=3D"margin:0px;text-align:justify;font-size:17px">=
<span style=3D"font-size:20px;color:rgb(0,123,90)"><strong>Your Faculty Lea=
der</strong></span></p><p style=3D"margin:0px;text-align:justify;font-size:=
17px">=C2=A0</p><p style=3D"margin:0px;font-size:17px;text-align:justify">T=
his program will be led by Ms. Beverley Honig, an award winning best-sellin=
g author of the book =E2=80=9CMaking Contracts Work=E2=80=9D. She is also t=
he award-winner of 100 women of influence awards by AFR and a Distinguished=
 Lecturer at University of Melbourne and Queensland University of Technolog=
y Business School.</p><p style=3D"margin:0px;text-align:justify;font-size:1=
7px">=C2=A0</p></div></div></td></tr></tbody></table></td></tr></tbody></ta=
ble></td></tr></tbody></table><table align=3D"center" width=3D"100%" border=
=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=3D"presentation"><tbody><tr=
><td><table align=3D"center" border=3D"0" cellpadding=3D"0" cellspacing=3D"=
0" role=3D"presentation" width=3D"600" style=3D"color:rgb(0,0,0);width:600p=
x"><tbody><tr><td width=3D"100%" style=3D"vertical-align:top;padding-top:0p=
x;padding-bottom:0px;border-width:0px;border-style:initial;border-color:ini=
tial"><table width=3D"100%" border=3D"0" cellpadding=3D"0" cellspacing=3D"0=
" role=3D"presentation" style=3D"word-break:break-word"><tbody><tr><td><div=
 style=3D"font-family:sans-serif"><div style=3D'font-size:14px;line-height:=
1.5;font-family:Arial,"Helvetica Neue",Helvetica,sans-serif'><p style=3D"ma=
rgin:0px;text-align:justify;font-size:17px"><span style=3D"font-size:20px;c=
olor:rgb(0,123,90)"><strong>Registration Details</strong></span></p><p styl=
e=3D"margin:0px;text-align:justify;font-size:17px">=C2=A0</p><p style=3D"ma=
rgin:0px;font-size:17px;text-align:justify">If you are keen, please registe=
r by=C2=A0<strong>4 May 2022</strong>=C2=A0before early bird ends. You will=
 be entitled to a group discount of 10% with 2nd participant and if you reg=
ister for 3 colleagues, you will receive a complimentary pass for your 4th =
colleague.</p><p style=3D"margin:0px;font-size:17px;text-align:justify">=
=C2=A0</p><p style=3D"margin:0px;font-size:17px;text-align:justify">I look =
forward to welcoming you to this exciting program!</p><p style=3D"margin:0p=
x;font-size:17px;text-align:justify">=C2=A0</p><p style=3D"margin:0px;font-=
size:17px;text-align:justify">If you have any questions, you can contact me=
 at +65 6899 5030, or reply to this email.</p><p style=3D"margin:0px;text-a=
lign:justify;font-size:17px">=C2=A0</p></div></div></td></tr></tbody></tabl=
e></td></tr></tbody></table></td></tr></tbody></table><table align=3D"cente=
r" width=3D"100%" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=3D"=
presentation"><tbody><tr><td><table align=3D"center" border=3D"0" cellpaddi=
ng=3D"0" cellspacing=3D"0" role=3D"presentation" width=3D"600" style=3D"col=
or:rgb(0,0,0);width:600px"><tbody><tr><td width=3D"100%" style=3D"vertical-=
align:top;padding-top:0px;padding-bottom:0px;border-width:0px;border-style:=
initial;border-color:initial"><table width=3D"100%" border=3D"0" cellpaddin=
g=3D"0" cellspacing=3D"0" role=3D"presentation" style=3D"word-break:break-w=
ord"><tbody><tr><td><div style=3D"font-family:sans-serif"><div style=3D'fon=
t-size:14px;line-height:1.5;font-family:Arial,"Helvetica Neue",Helvetica,sa=
ns-serif'><p style=3D"margin:0px;text-align:justify"><span style=3D"font-si=
ze:17px"><strong><a href=3D"https://o65qngkdzmdlwr12.click.mailersend.net/t=
e/dc/9610b9db-9ce2-487b-a3b6-231cc2cf7d70" rel=3D"noopener" style=3D"color:=
rgb(0,104,165)" target=3D"_blank">Program Booklet</a>=C2=A0|=C2=A0<a href=
=3D"https://o65qngkdzmdlwr12.click.mailersend.net/te/dc/9610b9db-9cf0-48d8-=
9451-e9dae4fe5eef" rel=3D"noopener" style=3D"color:rgb(0,104,165)" target=
=3D"_blank">Program Outline</a>=C2=A0|=C2=A0<a href=3D"https://o65qngkdzmdl=
wr12.click.mailersend.net/te/dc/9610b9db-9cfd-4179-bbf0-f672122e364b" rel=
=3D"noopener" style=3D"color:rgb(0,104,165)" target=3D"_blank">Register</a>=
</strong></span><br><br></p></div></div></td></tr></tbody></table></td></tr=
></tbody></table></td></tr></tbody></table><table align=3D"center" width=3D=
"100%" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=3D"presentatio=
n"><tbody><tr><td><table align=3D"center" border=3D"0" cellpadding=3D"0" ce=
llspacing=3D"0" role=3D"presentation" width=3D"600" style=3D"color:rgb(0,0,=
0);width:600px"><tbody><tr><td width=3D"100%" style=3D"vertical-align:top;p=
adding-top:0px;padding-bottom:0px;border-width:0px;border-style:initial;bor=
der-color:initial"><table width=3D"100%" border=3D"0" cellpadding=3D"0" cel=
lspacing=3D"0" role=3D"presentation" style=3D"word-break:break-word"><tbody=
><tr><td><div style=3D"font-family:sans-serif"><div style=3D'font-size:14px=
;line-height:1.5;font-family:Arial,"Helvetica Neue",Helvetica,sans-serif'><=
p style=3D"margin:0px;font-size:17px"><br>Thanks,<br>Jacelyn Solis<br>Progr=
am Director</p></div></div></td></tr></tbody></table></td></tr></tbody></ta=
ble></td></tr></tbody></table><table align=3D"center" width=3D"100%" border=
=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=3D"presentation"><tbody><tr=
><td><table align=3D"center" border=3D"0" cellpadding=3D"0" cellspacing=3D"=
0" role=3D"presentation" width=3D"600" style=3D"color:rgb(0,0,0);width:600p=
x"><tbody><tr><td width=3D"100%" style=3D"vertical-align:top;padding-top:5p=
x;padding-bottom:5px;border-width:0px;border-style:initial;border-color:ini=
tial"><table width=3D"100%" border=3D"0" cellpadding=3D"10" cellspacing=3D"=
0" role=3D"presentation" style=3D"word-break:break-word"><tbody><tr><td><di=
v style=3D"font-family:sans-serif"><div style=3D'font-size:12px;color:rgb(5=
7,61,71);line-height:1.2;font-family:Arial,"Helvetica Neue",Helvetica,sans-=
serif'><p style=3D"margin:0px">=C2=A0</p></div></div></td></tr></tbody></ta=
ble></td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody><=
/table></div>
</div>
</div>
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