Create a bespoke document in minutes, or upload and review your own.
Get your first 2 documents free
Your data doesn't train Genie's AI
You keep IP ownership of your information
Service Level Agreement Availability
"I need a Service Level Agreement Availability for my cloud hosting company based in Singapore, with strict uptime guarantees of 99.99% and significant service credits for any breaches, to be implemented from January 2025."
1. Parties: Identification of service provider and customer
2. Background: Context and purpose of the SLA
3. Definitions: Key terms used throughout the agreement including availability metrics, downtime, scheduled maintenance
4. Service Levels: Specific availability commitments, uptime guarantees, and performance metrics
5. Measurement and Reporting: Methods for measuring availability, reporting frequency, and monitoring tools
6. Service Credits: Compensation mechanism and calculations for service level failures
7. Force Majeure: Circumstances beyond reasonable control that excuse performance
8. Term and Termination: Duration of agreement and conditions for termination
9. Governing Law: Specification of Singapore law as governing law and jurisdiction
1. Security Requirements: Specific security measures, compliance requirements, and certifications when dealing with sensitive data or regulated industries
2. Disaster Recovery: Recovery procedures, timelines, and business continuity measures for critical services
3. Data Protection: PDPA compliance measures and specific data handling requirements when processing personal data
4. Change Management: Procedures for implementing changes to service levels or technical specifications
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of availability measurements and calculation methods
2. Schedule 2 - Service Credit Calculations: Detailed formula and examples for calculating service credits for various breach scenarios
3. Schedule 3 - Technical Support Details: Support levels, response times, and escalation procedures for various incident types
4. Schedule 4 - Incident Management Procedures: Step-by-step procedures for handling and reporting service disruptions
5. Schedule 5 - Contact Details: List of key contacts for both parties including technical, management and emergency contacts
Authors
Availability
Business Day
Business Hours
Downtime
Emergency Maintenance
Excluded Events
Force Majeure Event
Incident
Maintenance Window
Measurement Period
Monthly Availability Percentage
Planned Maintenance
Recovery Time Objective (RTO)
Recovery Point Objective (RPO)
Response Time
Service
Service Credits
Service Level Failure
Service Level Objectives (SLOs)
Service Level Requirements
Service Level Targets
Service Levels
Service Provider Systems
Severity Levels
Support Hours
System
Unplanned Downtime
Uptime
Working Hours
Measurement and Monitoring
Reporting
Service Credits
Exclusions
Force Majeure
Planned Maintenance
Emergency Maintenance
Problem Resolution
Incident Response
Escalation Procedures
Customer Obligations
Service Provider Obligations
Change Management
Dispute Resolution
Termination
Governance
Review and Improvement
Confidentiality
Data Protection
Disaster Recovery
Business Continuity
Audit Rights
Liability
Insurance
Subcontracting
Notices
Assignment
Entire Agreement
Variation
Severability
Governing Law
Find the exact document you need
Download our whitepaper on the future of AI in Legal
Genie’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; Genie’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
Our bank-grade security infrastructure undergoes regular external audits
We are ISO27001 certified, so your data is secure
Organizational security
You retain IP ownership of your documents
You have full control over your data and who gets to see it
Innovation in privacy:
Genie partnered with the Computational Privacy Department at Imperial College London
Together, we ran a £1 million research project on privacy and anonymity in legal contracts
Want to know more?
Visit our Trust Centre for more details and real-time security updates.
Read our Privacy Policy.