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Service Request Sla
"I need a Service Request SLA for IT support services between my software company and a cloud hosting provider, with specific response times for critical incidents and 99.9% uptime requirements, to commence from March 2025."
1. Parties: Identification and details of service provider and recipient
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement
4. Service Descriptions: Detailed outline of services to be provided
5. Service Levels: Specific performance metrics and standards
6. Response Times: Agreed timeframes for service delivery and issue resolution
7. Monitoring and Reporting: Methods for tracking and reporting service performance
8. Payment Terms: Fees, payment schedule, and related conditions
9. Term and Termination: Duration and conditions for ending the agreement
1. Data Protection: Required when services involve processing personal data
2. Disaster Recovery: Procedures for service continuity in emergency situations, typically for critical services or IT-related SLAs
3. Third Party Rights: Rights of parties not directly party to the agreement, used when services affect third parties
4. Change Control: Process for implementing changes to services, recommended for complex or long-term arrangements
1. Service Level Metrics: Detailed performance indicators and measurement methods
2. Pricing Schedule: Detailed breakdown of fees and charging structure
3. Service Description: Technical specifications of services
4. Escalation Procedures: Step-by-step process for handling service issues
5. Key Personnel: List of key contacts and their roles
Authors
Service Level
Service Hours
Business Day
Response Time
Resolution Time
Service Request
Priority Levels
Service Credits
Service Provider
Service Recipient
Maintenance Window
Downtime
Performance Metrics
Key Performance Indicators (KPIs)
Service Availability
Escalation Process
Support Services
Service Desk
Incident
Emergency Maintenance
Planned Maintenance
Service Reports
Change Request
Force Majeure
Confidential Information
Authorized Representatives
Service Commencement Date
Term
Service Location
Business Hours
Out of Hours Support
Service Level Breach
Critical Incident
Review Period
Performance Monitoring
Response Times
Availability
Service Credits
Reporting Requirements
Escalation Procedures
Change Management
Payment Terms
Service Hours
Support Services
Quality Standards
Key Performance Indicators
Problem Resolution
Maintenance Windows
Business Continuity
Disaster Recovery
Service Review
Termination Rights
Force Majeure
Confidentiality
Data Protection
Intellectual Property
Liability
Insurance
Dispute Resolution
Governing Law
Assignment
Subcontracting
Entire Agreement
Notices
Amendments
Third Party Rights
Severability
Service Acceptance
Exit Management
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