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Infrastructure Sla
"Need an Infrastructure SLA for our cloud hosting services that includes strict uptime requirements of 99.99% and comprehensive disaster recovery provisions, to be implemented with our new enterprise client starting January 2025."
1. Parties: Details of the service provider and customer
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Service Description: Detailed description of infrastructure services to be provided
5. Service Levels: Specific performance metrics and standards
6. Support and Maintenance: Details of ongoing support services
7. Charges and Payment: Pricing, payment terms and billing procedures
8. Term and Termination: Duration and termination provisions
1. Disaster Recovery: Business continuity measures for critical infrastructure services
2. Security Requirements: Specific security measures and compliance requirements for handling sensitive data or critical systems
3. Change Management: Procedures for implementing changes in complex infrastructure setups
1. Schedule 1 - Service Level Metrics: Detailed performance indicators and measurement methods
2. Schedule 2 - Pricing Schedule: Detailed breakdown of charges and pricing models
3. Schedule 3 - Technical Specifications: Detailed technical requirements and configurations
4. Schedule 4 - Data Processing Agreement: GDPR-compliant data processing terms and procedures
5. Schedule 5 - Business Continuity Plan: Detailed disaster recovery procedures and responsibilities
Authors
Service Hours
Service Levels
Service Credits
Infrastructure Services
Maintenance Window
Response Time
Resolution Time
Downtime
Uptime
Business Day
Business Hours
Critical Incident
Disaster Recovery
Force Majeure
Service Provider
Customer
Service Availability
Performance Metrics
Scheduled Maintenance
Emergency Maintenance
Service Report
Change Request
Support Levels
Escalation Process
Service Levels
Key Performance Indicators
Availability Requirements
Support Services
Response Times
Resolution Times
Service Credits
Service Reports
Change Management
Maintenance Windows
Disaster Recovery
Business Continuity
Security Requirements
Data Protection
Confidentiality
Charges and Payment
Invoicing
Service Provider Obligations
Customer Obligations
Governance
Escalation Procedures
Force Majeure
Liability
Indemnification
Insurance
Term and Termination
Exit Management
Intellectual Property Rights
Audit Rights
Subcontracting
Assignment
Notices
Dispute Resolution
Governing Law
Entire Agreement
Variation
Severability
Third Party Rights
Anti-Bribery and Corruption
Modern Slavery
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