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Service level agreements

A Service Level Agreement (SLA) is a two-way written agreement that defines the services and the quality you expect your MS Society group will receive from a service provider.

See Group Handbook B6: Planning and delivering quality services and activities

  1. When do we need an SLA?
  2. SLA template
  3. Need support?

When do we need an SLA?

You must set up an SLA for each service provided for people with or affected by MS that is delivered on behalf of your group by a professional or business provider. A ‘professional or business provider’ is an individual or organisation operating as a business, or freelancing outside of their main employment but within the area they specialise in.

An SLA must not be used to engage a person to carry out an administrative or organisational function for your group that is being fulfilled elsewhere by one or more recognised MS Society group volunteer roles.

We expect your Coordinating Team to use our SLA template to set up this agreement.

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SLA template

We've developed a range of SLA templates covering everything your group and service provider need to include in a written agreement.

  1. Service Level Agreement template

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Need support?

Your Local Networks Officer

Your Local Networks Officer (LNO) is here to support you to develop quality services and activities.

You must involve your LNO if you plan to develop any service or activity that requires an SLA.

  1. Get contact details for your Local Networks Officer

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