Level 3 SLA Template for India

1. Transition Services: Details of service transition arrangements, used when taking over from another provider or when specific transition periods are required

2. Third Party Contracts: Management of third-party vendor relationships, included when service delivery involves significant subcontractor involvement

3. Innovation and Continuous Improvement: Framework for service improvements and technology updates, included for long-term strategic partnerships

4. Knowledge Transfer: Requirements for documentation and training, included when significant knowledge transfer is required

5. Asset Management: Procedures for managing IT assets, included when hardware or software asset management is part of the service scope

6. Compliance and Audit: Additional compliance requirements and audit rights, included for regulated industries or when specific compliance frameworks apply

1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services, including support levels and service boundaries

2. Schedule 2 - Service Level Specifications: Detailed metrics, measurement methods, and reporting requirements for each service level

3. Schedule 3 - Pricing and Commercial Terms: Detailed pricing structure, including base fees, variable charges, and service credit calculations

4. Schedule 4 - Operational Procedures: Detailed procedures for incident management, change management, and other operational processes

5. Schedule 5 - Security Requirements: Detailed security protocols, compliance requirements, and audit procedures

6. Schedule 6 - Service Management: Detailed governance framework, escalation procedures, and reporting templates

7. Appendix A - Technical Infrastructure: Details of supported infrastructure, including hardware, software, and network components

8. Appendix B - Contact Matrix: Key personnel contact information and escalation paths

9. Appendix C - Report Templates: Standard templates for service reports and performance measurements