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SLA Application
"Need an SLA Application agreement for our new cloud-based CRM software that we'll be providing to enterprise clients, with specific focus on 99.9% uptime guarantee and strict data protection measures under UK law."
1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and relationship between parties
3. Definitions: Key terms used throughout the agreement
4. Service Description: Detailed description of services to be provided
5. Service Levels: Specific performance metrics and standards
6. Response Times: Agreed timeframes for responding to issues
7. Monitoring and Reporting: How service levels will be measured and reported
8. Term and Termination: Duration of the agreement and termination provisions
9. Charges and Payment: Financial terms, payment schedules, and billing procedures
10. Liability and Indemnities: Limitations of liability and indemnification provisions
1. Change Control: Procedures for implementing changes to services - recommended for complex or long-term service arrangements
2. Disaster Recovery: Procedures for handling major service disruptions - essential for critical services or regulated industries
3. Security Requirements: Specific security measures and protocols - required when handling sensitive data or regulated services
4. Force Majeure: Provisions for handling events beyond reasonable control of the parties
5. Data Protection: Specific provisions for handling personal data and ensuring GDPR compliance - required when personal data is processed
1. Schedule 1 - Service Descriptions: Detailed technical specifications of services
2. Schedule 2 - Service Level Metrics: Detailed performance metrics and measurement methods
3. Schedule 3 - Pricing and Payment: Detailed pricing structure and payment terms
4. Schedule 4 - Escalation Procedures: Detail of escalation paths and contact information
5. Schedule 5 - Key Personnel: List of key contacts and responsible personnel from both parties
6. Schedule 6 - Data Processing Agreement: Detailed terms for processing personal data, if applicable
Authors
Performance Metrics
Availability Requirements
Response Times
Support Services
Service Credits
Maintenance
Monitoring
Reporting
Data Protection
Confidentiality
Security
Disaster Recovery
Business Continuity
Force Majeure
Limitation of Liability
Indemnification
Termination
Dispute Resolution
Governing Law
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