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Internet SLA

Internet SLA Template for South Africa

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Key Requirements PROMPT example:

Internet SLA

"I need an Internet SLA for my small e-commerce business that will ensure 99.9% uptime and include comprehensive security measures, with special attention to data protection for customer transactions and 24/7 technical support."

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Document background
The Internet Service Level Agreement (SLA) is a critical document used in South Africa to establish and maintain clear service expectations between Internet Service Providers and their customers. This agreement type is essential when establishing professional internet service relationships and requires careful consideration of South African telecommunications regulations, consumer protection laws, and data privacy requirements. The Internet SLA outlines specific performance metrics, availability guarantees, support levels, and remedies for service failures, while ensuring compliance with the Electronic Communications and Transactions Act and other relevant legislation. It serves as both a technical specification document and a legal framework for service delivery, making it particularly important for businesses requiring reliable internet connectivity and clear service guarantees.
Suggested Sections

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

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

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

4. Service Description: Detailed description of the Internet services being provided, including bandwidth, connection type, and technical specifications

5. Service Level Commitments: Specific performance metrics, availability guarantees, and quality of service parameters

6. Support and Maintenance: Details of technical support services, maintenance windows, and response times

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

8. Fees and Payment Terms: Pricing, payment schedules, and billing procedures

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

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

11. Security and Data Protection: Security measures and compliance with POPIA and other data protection requirements

12. Dispute Resolution: Procedures for handling disputes and escalation processes

13. General Terms: Standard legal provisions including governing law, notices, and amendment procedures

Optional Sections

1. Hardware Provisions: Include when the service provider supplies hardware like routers or modems

2. Voice Services (VoIP): Include for packages that include voice services

3. Installation Services: Include when physical installation or setup services are part of the agreement

4. Business Continuity: Include for enterprise customers requiring detailed failover and disaster recovery provisions

5. Custom Service Levels: Include for enterprise customers with specific performance requirements

6. Network Management: Include when providing advanced network management services

7. Content Filtering: Include when providing content filtering or security services

Suggested Schedules

1. Schedule A - Service Specifications: Detailed technical specifications of the Internet service

2. Schedule B - Service Level Metrics: Detailed performance metrics, measurement methods, and reporting procedures

3. Schedule C - Fee Schedule: Detailed pricing, including installation fees, monthly charges, and additional service costs

4. Schedule D - Support Procedures: Detailed support processes, escalation procedures, and contact information

5. Schedule E - Acceptable Use Policy: Detailed rules and regulations for service usage

6. Appendix 1 - Technical Requirements: Customer infrastructure requirements and technical prerequisites

7. Appendix 2 - Service Coverage Map: Geographic coverage areas and service availability zones

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
Availability
Bandwidth
Business Day
Business Hours
Change Control
Commencement Date
Confidential Information
Critical Outage
Customer
Customer Equipment
Data Protection Laws
Downtime
Emergency Maintenance
Equipment
Force Majeure
Help Desk
Incident
Initial Term
Internet Service
ISP Equipment
Latency
Maintenance Window
Mean Time to Repair
Network
Network Availability
Packet Loss
Parties
Planned Maintenance
POPIA
Provider
Response Time
Resolution Time
Service Credits
Service Hours
Service Level Agreement
Service Level Targets
Service Levels
Service Period
Services
Severity Level
Site
SLA Breach
Support Services
System
Term
Territory
Third Party Provider
Throughput
Uptime
User
Working Hours
Clauses
Service Description
Performance Standards
Service Level Metrics
Support Services
Maintenance
Fees and Payment
Term and Termination
Service Credits
Data Protection
Confidentiality
Acceptable Use
Equipment
Installation
Security
Intellectual Property
Liability
Force Majeure
Dispute Resolution
Warranties
Insurance
Compliance
Audit Rights
Assignment
Subcontracting
Amendment
Notices
Governing Law
Indemnification
Service Availability
Network Management
Emergency Response
Reporting
Quality Assurance
Customer Obligations
Access Rights
Risk Allocation
Relevant Industries

Telecommunications

Information Technology

Financial Services

Healthcare

Education

Retail

Manufacturing

Professional Services

Government Services

Media and Broadcasting

E-commerce

Hospitality

Relevant Teams

Legal

Information Technology

Operations

Procurement

Compliance

Network Operations

Service Delivery

Technical Support

Infrastructure

Contract Management

Risk Management

Customer Service

Relevant Roles

IT Director

Network Manager

Chief Technology Officer

Procurement Manager

Legal Counsel

Operations Director

Service Delivery Manager

Compliance Officer

Technical Support Manager

Contract Administrator

Infrastructure Manager

Chief Information Officer

Telecommunications Manager

IT Procurement Specialist

Network Operations Manager

Industries
Electronic Communications and Transactions Act 25 of 2002: This is the primary legislation governing electronic communications in South Africa. It provides the legal framework for electronic transactions, digital signatures, and service provider obligations.
Consumer Protection Act 68 of 2008: Ensures fair treatment of consumers and regulates the terms and conditions in service agreements, including requirements for plain language and fair contract terms.
Protection of Personal Information Act (POPIA) 4 of 2013: Regulates the processing of personal information and sets requirements for data protection in service delivery, particularly relevant for Internet service providers handling customer data.
Electronic Communications Act 36 of 2005: Regulates electronic communications services and networks, including licensing requirements and service standards for Internet service providers.
Independent Communications Authority of South Africa Act 13 of 2000: Establishes ICASA as the regulator for telecommunications and sets out compliance requirements for service providers.
Cybercrimes Act 19 of 2020: Addresses cybersecurity obligations and responsibilities of service providers in preventing and reporting cyber crimes.
Competition Act 89 of 1998: Ensures fair competition in service provision and prevents anti-competitive practices in pricing and service delivery.
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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