Service Level Agreement 99.9 Uptime Template for India

1. Data Protection and Privacy: Required if the service involves processing of personal data or sensitive information

2. Disaster Recovery: Recommended for critical services requiring specific disaster recovery commitments

3. Security Requirements: Needed if specific security standards or certifications are required

4. Change Management: Required for services that may need significant modifications during the contract term

5. Transition and Exit: Important for critical services requiring specific exit arrangements

6. Customer Obligations: Needed when customer has specific responsibilities that affect service delivery

1. Schedule 1 - Service Specifications: Detailed technical specifications of the services

2. Schedule 2 - Service Level Calculations: Detailed methodology for calculating uptime and other performance metrics

3. Schedule 3 - Service Credit Calculator: Formula and examples for calculating service credits for SLA breaches

4. Schedule 4 - Incident Priority Matrix: Classification of incidents and response time commitments

5. Schedule 5 - Contact Details and Escalation Matrix: Key contacts and escalation hierarchy for both parties

6. Schedule 6 - Reporting Format: Templates and formats for regular service level reports

7. Appendix A - Technical Infrastructure: Details of the technical infrastructure supporting the service

8. Appendix B - Maintenance Windows: Agreed maintenance schedules and procedures