Derived from experience with National University’s SLA development process, attendees will see practical insights on defining service parameters, negotiating terms, and implementing monitoring mechanisms to ensure SLA compliance. This session will highlight successful SLA implementation across the higher education institution, providing valuable lessons for optimizing customer satisfaction and fostering long-term partnerships through transparent and accountable service delivery. Our expert speaker will walk us through how to:  

• Align service offerings with customer expectations. 
• Establish clear performance metrics. 
• Foster effective communication channels.