Service Level Agreement Internet Provider Template for Pakistan

The Service Level Agreement Internet Provider template is essential for establishing legally binding service commitments between Internet Service Providers and their customers in Pakistan. This document becomes necessary when formalizing internet service provision arrangements, whether for residential, commercial, or institutional customers. It details specific service parameters, performance metrics, support levels, and remedies for service failures while ensuring compliance with Pakistani telecommunications regulations and consumer protection laws. The agreement is particularly crucial in today's digital economy where internet service reliability is fundamental to business operations and daily activities. It includes comprehensive terms covering installation, maintenance, technical support, service credits, and dispute resolution procedures, all aligned with the Pakistan Telecommunication Authority's requirements and local legal framework.

1. Parties: Identification of the Internet Service Provider and the Customer, including full legal names and addresses

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

3. Definitions: Detailed definitions of technical terms, service-related terminology, and other key concepts used in the agreement

4. Service Description: Detailed description of the internet services being provided, including bandwidth, technology type, and access specifications

5. Service Level Commitments: Specific performance metrics including uptime guarantees, network availability, latency, packet loss, and response times

6. Installation and Implementation: Process and timeline for service installation, testing, and activation

7. Maintenance and Support: Details of technical support, maintenance windows, and problem resolution procedures

8. Customer Obligations: Customer responsibilities, including access provision, equipment handling, and acceptable use policies

9. Fees and Payment Terms: Pricing structure, payment schedule, late payment consequences, and billing procedures

10. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods for service credits

11. Term and Termination: Duration of agreement, renewal terms, and conditions for termination by either party

12. Force Majeure: Circumstances under which service level commitments may be suspended due to events beyond reasonable control

13. Confidentiality: Protection and handling of confidential information between parties

14. Dispute Resolution: Process for resolving disputes between parties, including escalation procedures

15. Governing Law: Specification of Pakistani law as governing law and jurisdiction