Important problems, issues and concerns invariably surface during periodic service reviews, even when service delivery has been on target during the review period. Therefore, holding service reviews regularly, with both provider and customer representatives participating, is essential to SLA success. In fact, the intention to conduct these reviews should be documented in the SLA.
I recommend holding a formal review meeting at least monthly when the SLA is new, when service delivery has been below acceptable levels, or when the service environment is complex or undergoing significant change. When service has been stable and at acceptable levels, quarterly review meetings may suffice. Of course, interim review meetings can be held as warranted, such as if significant concerns arise regarding the adequacy of service delivery. In addition to these periodic reviews, an in-depth annual review should be conducted in light of changing business or service needs.