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Network Service Level Agreement
1. Parties: Identification of the service provider and customer, including full legal names, registration numbers, and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: High-level description of the network services being provided
5. Service Levels: Detailed performance metrics, availability requirements, and quality standards
6. Service Credits: Compensation mechanism for failure to meet service levels
7. Support Services: Description of technical support, including response times and escalation procedures
8. Customer Obligations: Customer's responsibilities and requirements for using the service
9. Security Requirements: Security measures, protocols, and compliance requirements
10. Data Protection: GDPR compliance measures and data handling procedures
11. Charges and Payment: Pricing, payment terms, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Liability and Indemnification: Limitation of liability, indemnification obligations, and force majeure provisions
14. General Provisions: Standard legal clauses including governing law, dispute resolution, and notices
1. Disaster Recovery: Detailed procedures for service restoration in case of major outages or disasters. Include when the service is business-critical
2. Change Management: Procedures for implementing service changes and upgrades. Important for complex network services
3. Service Migration: Procedures for migrating services to/from other providers. Include when service portability is important
4. Compliance with Industry Standards: Specific industry standard compliance requirements. Include for regulated industries
5. Multi-tenant Services: Provisions specific to shared infrastructure services. Include for cloud or shared services
6. Third-Party Service Integration: Terms governing integration with other service providers. Include when service involves third-party components
7. Hardware Requirements: Specific hardware requirements or provisions. Include when service requires customer hardware
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels, measurement methods, and reporting
2. Schedule 2 - Service Credit Calculations: Detailed formulas and procedures for calculating service credits
3. Schedule 3 - Support Procedures: Detailed support processes, contact information, and escalation procedures
4. Schedule 4 - Security Protocols: Detailed security requirements, procedures, and compliance measures
5. Schedule 5 - Pricing and Payment Terms: Detailed pricing structure, payment schedules, and related terms
6. Schedule 6 - Technical Requirements: Detailed technical specifications and requirements for service delivery
7. Appendix A - Service Level Reporting Template: Standard format for service level reporting
8. Appendix B - Incident Response Plan: Procedures and protocols for handling service incidents
Authors
Agreement
Authorized Users
Availability
Backup
Bandwidth
Business Day
Business Hours
Change Request
Confidential Information
Critical Incident
Customer Data
Data Protection Laws
Disaster Recovery
Downtime
Emergency Maintenance
End User
Force Majeure
GDPR
Help Desk
Incident
Infrastructure
Initial Term
Intellectual Property Rights
Internet Protocol (IP)
Latency
Maintenance Window
Major Release
Mean Time Between Failures (MTBF)
Mean Time to Repair (MTTR)
Network
Network Services
Packet Loss
Permitted Downtime
Personal Data
Planned Maintenance
Priority Levels
Professional Services
Response Time
Resolution Time
Service
Service Credits
Service Hours
Service Level Agreement (SLA)
Service Level Objectives (SLO)
Service Level Requirements
Service Provider
Service Quality
Site
Support Hours
Support Services
System
Technical Specifications
Third-Party Services
Throughput
Upgrades
Uptime
User Documentation
Service Description
Service Levels
Performance Metrics
Support Services
Service Credits
Customer Obligations
Provider Obligations
Fees and Payment
Service Monitoring
Reporting
Data Protection
Security Requirements
Confidentiality
Intellectual Property
Warranties
Force Majeure
Liability
Indemnification
Insurance
Term and Termination
Service Suspension
Change Management
Disaster Recovery
Business Continuity
Audit Rights
Compliance
Dispute Resolution
Assignment
Subcontracting
Notice Requirements
Governing Law
Entire Agreement
Severability
Amendment
Third Party Rights
Anti-Corruption
Data Processing
Service Migration
Exit Management
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