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MSP SLA

MSP SLA Template for Canada

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Key Requirements PROMPT example:

MSP SLA

"I need an MSP SLA for a Canadian healthcare clinic that will be handling sensitive patient data, requiring 24/7 support and PIPEDA compliance, with service commencement planned for March 2025."

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Document background
This MSP SLA template is designed for use in the Canadian market when establishing a formal service relationship between a Managed Service Provider and their clients. The document is specifically structured to comply with Canadian federal and provincial regulations while incorporating industry best practices for IT service delivery. An MSP SLA is essential when organizations outsource their IT operations, requiring detailed service definitions, performance metrics, and accountability measures. It includes comprehensive coverage of service delivery standards, security requirements, data protection protocols (aligned with PIPEDA), incident response procedures, and remedy mechanisms. This template is particularly valuable for organizations seeking to formalize their managed services arrangements while ensuring regulatory compliance and clear operational guidelines.
Suggested Sections

1. Parties: Identification of the MSP and the client, including full legal names and addresses

2. Background: Context of the agreement and brief description of the parties' business relationship

3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement

4. Services Overview: High-level description of the managed services to be provided

5. Service Level Commitments: Detailed specifications of service levels, including availability, response times, and performance metrics

6. Performance Monitoring: Methods and tools used to measure and report service performance

7. Support Services: Description of support levels, hours of operation, and response time commitments

8. Security Requirements: Security measures, protocols, and compliance requirements

9. Data Protection and Privacy: Obligations regarding data handling, privacy compliance, and confidentiality

10. Incident Management: Procedures for handling and resolving service incidents and outages

11. Change Management: Process for implementing changes to services or infrastructure

12. Fees and Payment: Pricing structure, payment terms, and billing procedures

13. Term and Termination: Duration of the agreement and conditions for termination

14. Limitation of Liability: Limits on liability and exclusions of damages

15. General Provisions: Standard legal clauses including governing law, dispute resolution, and force majeure

Optional Sections

1. Disaster Recovery: Detailed disaster recovery procedures and commitments, required if disaster recovery services are included

2. Hardware Management: Terms for hardware provision and maintenance, if hardware management is part of the service

3. Cloud Services: Specific terms for cloud service delivery and management, if cloud services are included

4. On-Site Support: Terms and conditions for on-site support services, if provided

5. Software Licensing: Software license management terms, if software provision is part of the service

6. Training Services: Terms for user training and documentation, if training is included

7. Multi-vendor Management: Terms for managing relationships with third-party vendors, if applicable

8. Compliance Requirements: Industry-specific compliance terms, required for regulated industries

Suggested Schedules

1. Schedule A - Service Descriptions: Detailed technical specifications of all services provided

2. Schedule B - Service Level Metrics: Specific performance metrics, targets, and measurement methods

3. Schedule C - Price Schedule: Detailed pricing information, rate cards, and payment terms

4. Schedule D - Support Procedures: Detailed support processes, escalation procedures, and contact information

5. Schedule E - Security Policies: Detailed security protocols and compliance requirements

6. Schedule F - Service Credits: Calculation and application of service credits for missed SLAs

7. Appendix 1 - Technical Requirements: Client's technical environment specifications and requirements

8. Appendix 2 - Reporting Templates: Standard formats for service level and performance reporting

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Agreement
Acceptable Use Policy
Authorized Users
Business Day
Business Hours
Change Request
Confidential Information
Critical Incident
Data Protection Laws
Disaster Recovery
Emergency Maintenance
Excusable Delay
Force Majeure
Good Industry Practice
Help Desk
Incident
Intellectual Property Rights
Maintenance Window
Managed Services
Mean Time to Respond
Mean Time to Resolve
Monitored Hours
Normal Business Hours
Operating Environment
Personal Information
Planned Maintenance
Priority Levels
Resolution Time
Response Time
Service Credits
Service Hours
Service Levels
Service Level Failure
Service Level Objectives
Service Level Requirements
Service Level Targets
Service Provider Systems
Service Requests
Services
Severity Levels
Site
SLA Metrics
Support Services
System
System Availability
Third Party Products
Unplanned Downtime
Upgrade
User Acceptance Testing
Work Order
Clauses
Service Levels
Performance Standards
Service Availability
Response Times
Confidentiality
Data Protection
Privacy
Security Requirements
Intellectual Property
Payment Terms
Service Credits
Liability
Indemnification
Force Majeure
Change Management
Dispute Resolution
Termination
Business Continuity
Disaster Recovery
Compliance
Audit Rights
Insurance
Warranties
Service Provider Obligations
Client Obligations
Reporting Requirements
Personnel
Subcontracting
Assignment
Governance
Notice
Amendments
Entire Agreement
Severability
Waiver
Third Party Rights
Governing Law
Support Services
Incident Management
Maintenance
Emergency Response
Relevant Industries

Information Technology

Healthcare

Financial Services

Professional Services

Manufacturing

Retail

Education

Government

Telecommunications

Non-profit Organizations

Legal Services

Construction

Real Estate

Relevant Teams

Information Technology

Legal

Procurement

Operations

Information Security

Compliance

Finance

Risk Management

Service Delivery

Technical Operations

Vendor Management

Project Management Office

Relevant Roles

Chief Information Officer

IT Director

Chief Technology Officer

Procurement Manager

Legal Counsel

IT Service Manager

Operations Manager

Chief Information Security Officer

Compliance Officer

Contract Manager

Service Delivery Manager

Account Manager

Business Relationship Manager

Technical Operations Director

Risk Manager

Chief Financial Officer

Industries
Personal Information Protection and Electronic Documents Act (PIPEDA): Federal privacy law that sets rules for how businesses must handle personal information in the course of commercial activities. Critical for MSPs handling client data.
Consumer Protection Act: Provincial legislation (varies by province) that protects consumers in service contracts and establishes rules for fair business practices.
Digital Privacy Act: Amends PIPEDA to include mandatory breach reporting and record-keeping requirements, relevant for MSPs handling data.
Canada's Anti-Spam Legislation (CASL): Regulates commercial electronic messages and software installation on computer systems, affecting how MSPs communicate with clients and deploy solutions.
Electronic Commerce Act: Provincial legislation governing electronic transactions and digital contracts, essential for online service agreements.
Competition Act: Federal legislation ensuring fair competition and truthful marketing, relevant for service level commitments and performance claims.
Provincial Privacy Laws: Specific provincial privacy legislation (e.g., PIPA in BC and Alberta) that may apply alongside PIPEDA depending on the province of operation.
Contract Law (Common Law): General contract law principles that govern formation and enforcement of service agreements.
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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