Service Level Agreement Contract Template for England and Wales

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Key Requirements PROMPT example:

Service Level Agreement Contract

"I need a Service Level Agreement Contract for IT infrastructure services between my company (a cloud hosting provider) and a large financial institution, with specific uptime requirements of 99.99% and strict data protection measures to be implemented from March 2025."

Document background
Service Level Agreement Contracts are essential documents used to establish clear, measurable standards for service delivery and performance in business relationships. These agreements, governed by English and Welsh law, provide detailed specifications for service quality, availability, and response times, along with mechanisms for monitoring and reporting. The document typically includes service definitions, performance metrics, remedial actions, and financial implications for non-compliance. Service Level Agreement Contracts are particularly crucial in technology, outsourcing, and professional services sectors where service quality and reliability are paramount to business operations.
Suggested Sections

1. Parties: Identification and details of the contracting parties

2. Background: Context and purpose of the agreement

3. Definitions: Key terms used throughout the agreement

4. Services Description: Detailed description of services to be provided

5. Service Levels: Specific performance metrics and standards

6. Performance Monitoring: How service levels will be measured and reported

7. Remedies for Failure: Consequences of failing to meet service levels

8. Term and Termination: Duration and termination provisions

Optional Sections

1. Data Protection: Required when personal data is processed as part of the services

2. Disaster Recovery: Business continuity provisions for critical services or high-value contracts

3. Change Control: Process for managing changes to services in long-term or complex arrangements

4. Subcontracting: Rules and conditions for the use of subcontractors in service delivery

Suggested Schedules

1. Service Level Metrics: Detailed performance indicators and measurement criteria

2. Pricing and Payment: Detailed pricing structure and payment terms

3. Service Credits: Calculation and application of service credits for performance failures

4. Technical Specifications: Detailed technical requirements and specifications

5. Reporting Requirements: Format and frequency of performance reports

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

Relevant legal definitions
Clauses
Relevant Industries
Relevant Teams
Relevant Roles
Industries

Supply of Goods and Services Act 1982: Primary legislation governing service provision, establishing implied terms about reasonable care, skill, and timeliness in service delivery

Consumer Rights Act 2015: Defines consumer rights, business obligations, service quality standards, and regulations regarding unfair contract terms in B2C relationships

Contracts (Rights of Third Parties) Act 1999: Governs third-party rights and enforcement capabilities within contractual agreements

Unfair Contract Terms Act 1977: Regulates the use of exclusion and limitation clauses, defining what terms may be considered unfair in contracts

Data Protection Act 2018 and UK GDPR: Establishes requirements for personal data processing, protection obligations, and compliance requirements in service delivery

Electronic Commerce (EC Directive) Regulations 2002: Sets requirements for electronic service provision and online service delivery compliance

Competition Act 1998: Ensures agreements don't restrict competition, particularly relevant for market-dominant service providers

Modern Slavery Act 2015: Addresses supply chain considerations and corporate compliance requirements regarding modern slavery

Common Law Contract Principles: Encompasses fundamental contract formation requirements, breach remedies, interpretation principles, frustration doctrine, and force majeure considerations

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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