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99.99 Sla

99.99 Sla Template for United States

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Key Requirements PROMPT example:

99.99 Sla

"I need a 99.99% SLA for our enterprise cloud infrastructure services, launching March 2025, that includes specific provisions for financial sector compliance and multi-region failover requirements for our European and US data centers."

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Document background
This document is essential for technology service providers and enterprises requiring near-continuous service availability. The 99.99% SLA represents a commitment to allow only 52.56 minutes of downtime per year, making it suitable for critical business operations and high-availability services. Typically used in the United States technology sector, this agreement type is particularly relevant for cloud services, enterprise software, and mission-critical infrastructure providers. The document includes comprehensive technical specifications, monitoring requirements, and clearly defined remedies for service level breaches. It addresses both scheduled and unscheduled downtime, maintenance windows, and force majeure events, while ensuring compliance with U.S. federal and state regulations regarding service provider obligations and consumer protection.
Suggested Sections

1. Parties: Identification of the service provider and customer, including legal entities and contact details

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

3. Definitions: Detailed definitions of technical terms, service metrics, and key concepts used in the SLA

4. Service Description: Detailed description of the services covered by the SLA

5. Service Level Commitments: Specific commitment to 99.99% availability and other performance metrics

6. Service Level Measurement: Methodology for measuring and calculating service availability and performance

7. Service Credits and Remedies: Compensation structure when service levels are not met

8. Exclusions and Force Majeure: Circumstances where the SLA commitments do not apply

9. Reporting and Monitoring: Procedures for monitoring service levels and providing performance reports

10. Issue Resolution and Escalation: Process for addressing service issues and escalation procedures

11. Term and Termination: Duration of the agreement and termination conditions

12. General Terms: Standard legal provisions including governing law, notices, and amendments

Optional Sections

1. Disaster Recovery: Detailed disaster recovery procedures and commitments, required for critical services

2. Security Requirements: Specific security standards and compliance requirements, needed for sensitive data handling

3. Data Protection: Additional data protection and privacy commitments, required when handling personal data

4. Multi-Region Service Levels: Specific provisions for services delivered across multiple geographic regions

5. Customer Obligations: Specific customer responsibilities, needed when service levels depend on customer actions

6. Premium Support: Enhanced support provisions, included when offering premium support packages

7. Change Management: Procedures for managing service changes, important for complex technical environments

Suggested Schedules

1. Schedule 1 - Service Level Calculations: Detailed methodology for calculating availability and other metrics

2. Schedule 2 - Service Credit Calculator: Formula and examples for calculating service credits

3. Schedule 3 - Technical Specifications: Detailed technical specifications of the service

4. Schedule 4 - Support Services: Detailed description of support services and response times

5. Schedule 5 - Service Monitoring Tools: Description of tools and methods used for service monitoring

6. Appendix A - Incident Severity Levels: Definition and classification of incident severity levels

7. Appendix B - Contact Matrix: Contact details and escalation paths for both parties

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

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Availability
Service Level
Scheduled Maintenance
Emergency Maintenance
Service Credits
Service Level Failure
Measurement Period
Monthly Uptime Percentage
Downtime
Unscheduled Downtime
Response Time
Resolution Time
Service Hours
Business Hours
Critical Incident
Major Incident
Minor Incident
Force Majeure Event
Service Component
System
Infrastructure
Monitoring Tools
Service Window
Maintenance Window
Platform
Service Dashboard
Support Levels
Escalation Path
Recovery Time Objective
Recovery Point Objective
Service Performance
Service Quality Metrics
Measurement Tools
Reporting Period
Base Service Fee
Credit Period
Service Credit Calculation
Excluded Events
Service Environment
User
Authorized User
Service Interface
Support Request
Technical Support
Service Documentation
Incident
Service Degradation
Root Cause Analysis
Resolution
Service Restoration
Clauses
Service Levels
Performance Monitoring
Service Credits
Service Measurement
Availability Calculation
Maintenance Windows
Force Majeure
Incident Response
Technical Support
Disaster Recovery
Business Continuity
Reporting Requirements
Liability
Indemnification
Confidentiality
Data Protection
Intellectual Property
Term and Termination
Payment Terms
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Warranties
Service Changes
Compliance
Audit Rights
Notice Requirements
Security Requirements
Customer Obligations
Service Provider Obligations
Escalation Procedures
Amendment Process
Entire Agreement
Relevant Industries

Information Technology

Cloud Services

Telecommunications

Financial Services

Healthcare Technology

E-commerce

Digital Infrastructure

Software as a Service

Data Center Services

Critical Infrastructure

Enterprise Software

Managed Services

Relevant Teams

Legal

Information Technology

Service Delivery

Operations

Infrastructure

Cloud Operations

Technical Support

Service Management

Contract Management

Procurement

Risk and Compliance

Solutions Architecture

Product Management

Relevant Roles

Chief Technology Officer

IT Director

Service Delivery Manager

Cloud Operations Manager

Technical Account Manager

Infrastructure Manager

Solutions Architect

Contract Manager

Service Level Manager

Operations Director

Procurement Manager

Risk Manager

Compliance Officer

Chief Information Officer

VP of Engineering

Technical Operations Manager

Industries
Federal Trade Commission Act: Governs unfair or deceptive practices in commerce, ensuring SLA terms are fair and accurately represented to customers
Uniform Commercial Code (UCC): Although primarily for goods, UCC principles are often applied to service contracts and warranties in the US
State Consumer Protection Laws: Various state-specific laws that protect consumers from unfair contract terms and deceptive practices
Electronic Signatures in Global and National Commerce Act (ESIGN): Ensures electronic contracts and signatures are legally valid, important for digital service agreements
Communications Act of 1934 (as amended): Regulates telecommunications services and can apply to internet service providers and related technology services
Data Security Breach Notification Laws: State-specific laws requiring notification of service interruptions that might affect data security
Service Contract Act: While primarily for government contracts, provides guidelines for service contract standards
California Consumer Privacy Act (CCPA): If serving California customers, must consider data privacy requirements and service standards
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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