Performance SLA Template for Canada

1. Data Protection and Privacy: Required when services involve handling personal or sensitive data

2. Disaster Recovery: Include when service continuity is critical or required by regulation

3. Security Requirements: Necessary for services involving sensitive systems or data

4. Change Management: Include when service parameters may need frequent adjustments

5. Continuous Improvement: Optional section for long-term agreements requiring service evolution

6. Customer Obligations: Include when customer must provide specific resources or support

7. Third-Party Dependencies: Required when service delivery depends on third-party providers

8. Force Majeure Specific to Services: Include detailed force majeure provisions for critical services

1. Schedule A - Technical Specifications: Detailed technical requirements and service specifications

2. Schedule B - Service Level Metrics: Comprehensive list of all service level targets and measurement criteria

3. Schedule C - Rate Card: Pricing details, service credits, and penalty calculations

4. Schedule D - Escalation Matrix: Contact details and procedures for different levels of issue escalation

5. Schedule E - Report Templates: Standard formats for performance reports and monitoring documentation

6. Appendix 1 - Service Monitoring Tools: List and description of tools used for service measurement

7. Appendix 2 - Incident Classification: Criteria for categorizing service incidents and response times

8. Appendix 3 - Performance Calculation Examples: Sample calculations for service credits and penalties