SLA Service Licence Agreement Template for England and Wales

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Key Requirements PROMPT example:

SLA Service Licence Agreement

"Need a Service License Agreement (SLA) for providing cloud-based data analytics services to a major retail client, with specific performance metrics for system uptime and response times, to be effective from March 2025."

Document background
The Service License Agreement (SLA) is essential for businesses operating in England and Wales that require formal documentation of service arrangements with defined performance metrics. This contract type combines traditional service level commitments with licensing provisions, making it particularly suitable for technology services, software implementations, and managed service arrangements. The document addresses service delivery standards, performance measurements, compliance requirements, and risk allocation, while ensuring alignment with UK regulatory requirements including data protection, consumer rights, and sector-specific regulations.
Suggested Sections

1. Parties: Details of the service provider and customer, including registered addresses

2. Background: Context of the agreement and brief description of services

3. Definitions: Key terms used throughout the agreement

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

5. Service Levels: Performance metrics and standards

6. Charges and Payment: Pricing, payment terms and invoicing

7. Term and Termination: Duration and termination provisions

8. Intellectual Property Rights: Ownership and licensing of IP used in or created through the services

9. Confidentiality: Protection of confidential information

10. Data Protection: Compliance with UK GDPR and data protection laws

11. Liability and Insurance: Limitations of liability and insurance requirements

12. Force Majeure: Provisions for unforeseen circumstances

13. Governing Law and Jurisdiction: Specification of English and Welsh law and jurisdiction

Optional Sections

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

2. Disaster Recovery: Business continuity provisions - for critical services or regulated industries

3. Staff Transfer: TUPE provisions - when service provision involves transfer of employees

4. Security Requirements: Specific security measures and compliance - for handling sensitive data or systems

5. Regulatory Compliance: Industry-specific regulatory requirements - for regulated sectors

Suggested Schedules

1. Schedule 1 - Service Level Agreement: Detailed performance metrics and measurement criteria

2. Schedule 2 - Pricing Schedule: Detailed breakdown of charges and payment terms

3. Schedule 3 - Data Processing Agreement: Required when personal data processing is involved

4. Schedule 4 - Change Control Procedure: Detailed process for implementing changes

5. Schedule 5 - Exit Management Plan: Procedures for service termination and transition

6. Schedule 6 - Service Description: Detailed technical specifications of services

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
Industries

Core Contract Law: Key legislation includes Contracts (Rights of Third Parties) Act 1999, common law principles of contract formation, Unfair Contract Terms Act 1977, and Consumer Rights Act 2015 (for B2C contracts)

Data Protection and Privacy: Essential frameworks including UK GDPR, Data Protection Act 2018, and Privacy and Electronic Communications Regulations (PECR)

Intellectual Property: Relevant acts including Copyright, Designs and Patents Act 1988, Trade Marks Act 1994, and Database Rights regulations

Service-Specific Regulations: Including Electronic Commerce (EC Directive) Regulations 2002 and Consumer Contracts Regulations 2013 (for B2C relationships)

Industry-Specific Regulations: Sector-dependent legislation such as Financial Services and Markets Act 2000, healthcare regulations, and professional services regulations

Employment Law: Including Employment Rights Act 1996 and Agency Workers Regulations 2010, where service delivery involves personnel considerations

Dispute Resolution: Framework including Civil Procedure Rules and Arbitration Act 1996 for handling conflicts and disputes

Anti-Money Laundering: Including Proceeds of Crime Act 2002 and Money Laundering Regulations 2017, particularly relevant for financial and professional services

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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