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Email SLA

Email SLA Template for South Africa

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Key Requirements PROMPT example:

Email SLA

"I need an Email SLA for a financial services company with 500+ employees in South Africa, including enhanced security measures, 99.99% uptime guarantee, and specific provisions for POPIA compliance, with service commencement planned for March 2025."

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Document background
This Email SLA template is designed for use in South African business contexts where organizations require formal agreements governing their email service provision. The document is particularly relevant when establishing new email service relationships or updating existing service arrangements to ensure compliance with current South African legislation, including POPIA and ECTA. The Email SLA covers critical aspects such as service availability targets, response times, security measures, data protection protocols, and support procedures. It is structured to accommodate various business sizes and complexity levels, from small enterprises to large corporations, and includes provisions for both standard and custom email service configurations. The document serves as a foundational agreement for ensuring reliable, secure, and compliant email services while providing clear metrics for service performance evaluation and accountability.
Suggested Sections

1. Parties: Identification of the service provider and customer, including registered addresses and company registration details

2. Background: Context of the agreement and brief description of the email services to be provided

3. Definitions: Definitions of technical terms, service metrics, and other key terms used in the agreement

4. Service Description: Detailed description of email services, including features, limitations, and technical specifications

5. Service Levels: Specific performance metrics, including availability, delivery times, and response times

6. Support Services: Details of technical support, including hours of operation, response times, and escalation procedures

7. Security Requirements: Security measures, protocols, and compliance with data protection laws

8. Monitoring and Reporting: Service level monitoring methods and reporting frequency

9. Customer Obligations: Customer responsibilities, acceptable use policies, and compliance requirements

10. Fees and Payment: Pricing, payment terms, and billing procedures

11. Term and Termination: Duration of agreement, renewal terms, and termination conditions

12. Liability and Indemnification: Limitations of liability and indemnification provisions

13. General Provisions: Standard legal clauses including governing law, notices, and dispute resolution

Optional Sections

1. Disaster Recovery: Detailed disaster recovery and business continuity procedures, recommended for enterprise-level agreements

2. Data Migration: Procedures for migrating email data, relevant when transitioning from another service provider

3. Custom Integration Services: Details of integration with customer's systems, needed when custom integration is required

4. Change Management: Procedures for implementing service changes, recommended for complex service arrangements

5. Training Services: Description of user training services, relevant when training is part of the service offering

6. Multi-jurisdiction Operations: Additional provisions for services spanning multiple countries, needed for international operations

Suggested Schedules

1. Schedule A - Service Level Metrics: Detailed technical specifications of service levels and measurement methods

2. Schedule B - Fee Schedule: Detailed pricing structure, including base fees and additional charges

3. Schedule C - Technical Requirements: Specific technical requirements and configurations

4. Schedule D - Support Procedures: Detailed support procedures and escalation matrices

5. Schedule E - Security Protocols: Detailed security measures and compliance requirements

6. Appendix 1 - Service Credits: Calculation method and application of service credits for SLA violations

7. Appendix 2 - Acceptable Use Policy: Detailed acceptable use policy for email services

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
Acceptable Use Policy
Agreement
Business Day
Business Hours
Confidential Information
Critical Incident
Data
Data Subject
Downtime
Email Service
Emergency Maintenance
Force Majeure
Help Desk
Incident
Information Officer
Maintenance Window
Message
Operator
Personal Information
Planned Maintenance
Processing
Recovery Point Objective
Recovery Time Objective
Response Time
Service Credits
Service Hours
Service Level
Service Level Failure
SLA
SPAM
Support Request
System
System Availability
Third Party Provider
Uptime
Urgent Incident
User
Virus
Vulnerability
Work Around
Relevant Industries

Information Technology

Financial Services

Healthcare

Professional Services

Manufacturing

Retail

Education

Government

Telecommunications

Insurance

Relevant Teams

Information Technology

Legal

Compliance

Procurement

Operations

Information Security

Risk Management

Service Delivery

Infrastructure

Technical Support

Relevant Roles

IT Director

Chief Information Officer

IT Operations Manager

Email Systems Administrator

Service Delivery Manager

Compliance Officer

Legal Counsel

Procurement Manager

Infrastructure Manager

Chief Technology Officer

Information Security Manager

Contract Manager

IT Service Manager

Technical Operations Director

Industries
Electronic Communications and Transactions Act 25 of 2002 (ECTA): Governs electronic communications and transactions, including the legal recognition of electronic messages and requirements for valid electronic contracts
Protection of Personal Information Act 4 of 2013 (POPIA): Regulates the processing of personal information, setting requirements for data protection and privacy in electronic communications
Consumer Protection Act 68 of 2008 (CPA): Protects consumers' rights and applies to the provision of services, including requirements for fair contract terms and service delivery standards
Regulation of Interception of Communications Act 70 of 2002 (RICA): Regulates the interception of communications and establishes requirements for monitoring and accessing electronic communications
Cybercrimes Act 19 of 2020: Addresses cybercrime and cybersecurity, relevant for email service providers in terms of security measures and data breach responsibilities
Common Law of Contract: Provides the fundamental principles for contract formation, validity, and enforcement in South Africa
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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