The Service Request SLA is a crucial document used in Canadian business environments where specific service levels and performance standards need to be formally established and maintained. This agreement is typically implemented when a business requires consistent, measurable service delivery from a provider, whether for IT services, professional services, or other managed services. The document sets clear expectations for service quality, availability, and support, incorporating Canadian legal requirements and business practices. It includes comprehensive metrics for measuring service performance, detailed procedures for issue resolution, and specific remedies for service level breaches. This type of agreement is particularly important in regulated industries or when dealing with critical business services where service disruptions could have significant operational or financial impacts.
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1. Parties: Identification of the service provider and customer, including full legal names and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Service Description: Detailed description of the services to be provided, including scope and exclusions
5. Service Levels: Specific, measurable performance standards and metrics that the service provider commits to meet
6. Performance Monitoring: Methods and tools used to measure and monitor service performance
7. Service Availability: Guaranteed uptime/availability levels and maintenance windows
8. Response and Resolution Times: Timeframes for responding to and resolving different categories of issues
9. Reporting Requirements: Format, frequency, and content of service level reports
10. Service Credits: Compensation mechanism for failure to meet service levels
11. Problem Management: Process for identifying, tracking, and resolving service issues
12. Escalation Procedures: Steps and contacts for escalating unresolved issues
13. Term and Termination: Duration of the agreement and conditions for termination
14. General Terms: Standard legal provisions including governing law, notices, and amendments
1. Disaster Recovery: Procedures and commitments for service recovery in case of major incidents or disasters
2. Security Requirements: Specific security standards and protocols to be maintained, used when handling sensitive data
3. Data Protection: Specific provisions for handling personal or sensitive data, required when processing personal information
4. Transition Services: Procedures for service transition at the start or end of the agreement, used in complex service arrangements
5. Continuous Improvement: Mechanisms for ongoing service improvement, suitable for long-term strategic relationships
6. Business Continuity: Provisions for maintaining service during business disruptions, important for critical services
7. Training and Support: Details of training and support services, relevant when user training is part of the service
8. Compliance Requirements: Specific regulatory compliance obligations, needed for regulated industries
1. Schedule A - Service Level Metrics: Detailed technical specifications of service level measurements and calculations
2. Schedule B - Pricing and Service Credits: Detailed pricing structure and service credit calculations
3. Schedule C - Technical Requirements: Detailed technical specifications and requirements for service delivery
4. Schedule D - Service Desk Procedures: Detailed procedures for service desk operations and support
5. Schedule E - Contact Details: List of key contacts and escalation points for both parties
6. Schedule F - Report Templates: Templates for various reports required under the agreement
7. Appendix 1 - Incident Categories: Classification and definitions of different types of service incidents
8. Appendix 2 - Performance Calculation Methods: Detailed explanation of how performance metrics are calculated
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