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SLA Agreement
"I need an SLA Agreement for my cloud hosting services company based in London, covering 24/7 support services with 99.9% uptime guarantee and specific response times for different severity levels, to be effective from March 2025."
1. Parties: Identification and details of the service provider and customer
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. Service Credits: Compensation mechanism for service level failures
8. Term and Termination: Duration and conditions for ending the agreement
1. Change Control: Process for managing changes to services - recommended for complex or long-term service arrangements
2. Disaster Recovery: Business continuity and recovery procedures - essential for critical services or regulated industries
3. Data Protection: Specific data handling and protection requirements - required when personal data is processed
4. Staff and Key Personnel: Requirements for service delivery team - important when specific expertise or personnel are critical
1. Service Description Schedule: Detailed technical specifications of services
2. Service Level Metrics Schedule: Detailed performance metrics and measurement methods
3. Pricing and Payment Schedule: Detailed pricing, payment terms and service credits
4. Governance Schedule: Service management and reporting procedures
5. Exit Plan: Procedures for service termination and transition
Authors
Business Day
Charges
Commencement Date
Confidential Information
Customer
Customer Data
Force Majeure Event
Good Industry Practice
Initial Term
Intellectual Property Rights
Key Performance Indicators (KPIs)
Measurement Period
Minimum Service Levels
Performance Reports
Personal Data
Service Credits
Service Hours
Service Level Failure
Service Levels
Service Provider
Services
Service Specification
Support Services
Term
Third Party Provider
Working Hours
Service Level Agreement (SLA)
Response Time
Resolution Time
Scheduled Maintenance
Emergency Maintenance
Service Availability
Reporting Period
Critical Service Failure
Escalation Procedure
Support Staff
Service Management
Service Levels
Measurement and Monitoring
Service Credits
Service Management
Performance Reporting
Response Times
Resolution Times
Availability
Maintenance
Change Control
Customer Obligations
Service Provider Obligations
Charges and Payment
Invoicing
Service Review
Escalation Procedures
Key Personnel
Subcontracting
Confidentiality
Data Protection
Intellectual Property Rights
Warranties
Indemnities
Limitation of Liability
Force Majeure
Term and Termination
Exit Management
Dispute Resolution
Governing Law
Assignment and Novation
Variation
Notices
Business Continuity
Disaster Recovery
Audit Rights
Insurance
Compliance with Laws
Anti-Bribery
Modern Slavery
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