2026 Agenda

Public safety systems are only as strong as the contracts behind them. Too often, Service Level Agreements (SLAs) promise high uptime and fast support but lack clear metrics or consequences when vendors fall short. This session will share lessons learned from real-world CAD, NG9-1-1, and radio procurements where agencies pushed for stronger SLAs. We will cover how to define measurable performance standards, tie cybersecurity and CJIS compliance into SLA language, and use milestone payments, credits, or penalties to drive accountability. Case studies will highlight common mistakes to avoid and negotiation tactics that deliver results. Attendees will leave with sample SLA language, enforcement checklists, and practical strategies they can apply directly to their next procurement or renewal.

Takeaway

- Learn how to turn vendor promises into clear, measurable SLA commitments.
- See practical ways to link SLAs with NG9-1-1, CAD, cybersecurity, and CJIS requirements.
- Understand how milestone payments, credits, and penalties drive real accountability.
- Take home a checklist of SLA language and enforcement tactics to use in your next contract