Application Sla Template for United States

1. Data Processing Agreement: Required when the application processes personal data, defining data handling responsibilities and compliance requirements

2. Disaster Recovery: Detailed procedures for service recovery in case of major incidents, recommended for business-critical applications

3. Security Requirements: Specific security standards and protocols, recommended for applications handling sensitive data

4. Change Management: Procedures for implementing changes to the application or service levels, useful for complex enterprise applications

5. Third-Party Dependencies: Details of third-party services integration and related service levels, needed when the application relies on external services

6. Customer Obligations: Specific customer responsibilities required for service delivery, important for applications requiring significant customer infrastructure or cooperation

7. Professional Services: Terms for additional services like customization or training, useful for complex applications requiring ongoing development

1. Schedule A - Service Level Metrics: Detailed technical specifications of all service level metrics and their measurement methodologies

2. Schedule B - Service Credit Calculations: Detailed formulas and examples for calculating service credits for various types of service level failures

3. Schedule C - Support Procedures: Detailed support processes, contact information, and escalation procedures

4. Schedule D - Technical Requirements: Specific technical requirements for the application, including supported platforms and environments

5. Schedule E - Pricing and Fees: Detailed pricing structure, including any variable components based on usage or performance

6. Appendix 1 - Incident Response Plan: Step-by-step procedures for handling various types of service incidents

7. Appendix 2 - Report Templates: Standard templates for various service level reports and notifications