Infrastructure Sla Template for England and Wales

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Key Requirements PROMPT example:

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."

Document background
This Infrastructure SLA is designed for use in situations where organizations require formal governance of infrastructure services delivery. The document is structured according to English and Welsh law and incorporates essential elements including service definitions, performance metrics, support levels, and compliance requirements. It serves as a critical tool for managing infrastructure service relationships, establishing clear expectations, and providing mechanisms for measuring and maintaining service quality. The agreement is particularly relevant for organizations operating in regulated environments or those requiring high-availability infrastructure services.
Suggested Sections

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

Optional Sections

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

Suggested Schedules

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

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

Clauses
Relevant Industries
Relevant Teams
Relevant Roles
Industries

Contracts (Rights of Third Parties) Act 1999: Core legislation governing how third parties may enforce terms of a contract even if they are not a party to it

Unfair Contract Terms Act 1977: Regulates contracts by restricting how businesses can exclude or limit their liability, particularly important for SLA terms and limitations

Consumer Rights Act 2015: Relevant if the infrastructure services might involve B2C relationships, setting out consumer rights and business obligations

UK GDPR and Data Protection Act 2018: Essential legislation governing the processing, storage, and protection of personal data in the UK

Network and Information Systems Regulations 2018: Regulations ensuring security of network and information systems, particularly relevant for critical infrastructure

Privacy and Electronic Communications Regulations: Specific rules for privacy in electronic communications, complementing general data protection laws

Communications Act 2003: Framework for telecommunications and digital communications services in the UK

Electronic Communications Act 2000: Legislation providing legal framework for electronic signatures and electronic communications

Computer Misuse Act 1990: Criminal law regarding unauthorized access to computer systems, relevant for security provisions

Competition Act 1998: Ensures fair competition and prevents anti-competitive practices in service agreements

Enterprise Act 2002: Provides framework for market regulation and consumer protection

Companies Act 2006: Primary legislation governing company operations and corporate responsibilities

Working Time Regulations 1998: Relevant for service delivery commitments and staff availability in SLAs

Health and Safety at Work Act 1974: Ensures safety standards in workplace, relevant for on-site infrastructure services

Financial Services and Markets Act 2000: Specific regulations for financial services infrastructure, if applicable

EU Retained Law: Previously applicable EU laws maintained in UK law post-Brexit, affecting various aspects of infrastructure services

ISO/BSI Standards: Industry-specific technical and operational standards that may need to be referenced in the SLA

ICO Regulatory Guidance: Guidelines from the Information Commissioner's Office regarding data protection and privacy

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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