The Internet Service Level Agreement (SLA) serves as a critical contract in the Indian business environment, establishing legally binding service commitments between internet service providers and their customers. This document is essential when organizations require guaranteed internet service performance levels, typically in scenarios involving business-critical operations, data center connectivity, or enterprise-wide network services. The SLA operates within the framework of Indian telecommunications and IT laws, incorporating requirements from the Information Technology Act, 2000, TRAI regulations, and consumer protection laws. It defines specific, measurable service levels, outlines technical support arrangements, and establishes clear remedies for service failures, making it an essential tool for managing service provider accountability and ensuring business continuity.
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1. Parties: Identification of the service provider and customer, including registered addresses and company 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 other key terms used in the agreement
4. Service Description: Comprehensive description of the internet services being provided, including bandwidth, technology, and access points
5. Service Levels: Specific, measurable performance metrics including uptime guarantees, bandwidth commitments, and latency parameters
6. Service Level Measurements: Methods and procedures for measuring and monitoring service levels
7. Service Credits and Penalties: Compensation structure for service level failures and calculation methodology
8. Support Services: Details of technical support, including response times and escalation procedures
9. Customer Obligations: Customer responsibilities and requirements for maintaining service quality
10. Security Requirements: Security measures and protocols to be maintained by both parties
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Payment Terms: Pricing, payment schedule, and billing procedures
13. Limitation of Liability: Limits on liability and exclusions as per Indian law
14. Force Majeure: Circumstances under which service levels may not be met due to events beyond reasonable control
15. Governing Law and Jurisdiction: Specification of Indian law as governing law and jurisdiction for dispute resolution
1. Data Protection and Privacy: Detailed provisions for handling personal data and ensuring privacy - required if personal data is processed
2. Disaster Recovery: Procedures for service restoration after major incidents - recommended for enterprise-level agreements
3. Change Management: Procedures for implementing service changes - useful for complex service arrangements
4. Service Migration: Procedures for service transition at start and end of contract - relevant for large-scale implementations
5. Regulatory Compliance: Specific compliance requirements - necessary for regulated industries
6. Intellectual Property Rights: IP ownership and usage rights - important when custom solutions are involved
7. Environmental Standards: Green IT and energy efficiency commitments - relevant for environmentally conscious organizations
1. Schedule A - Service Specifications: Detailed technical specifications of the internet service
2. Schedule B - Service Level Metrics: Detailed breakdown of all service level targets and measurements
3. Schedule C - Fee Schedule: Detailed pricing structure and service credit calculations
4. Schedule D - Support Procedures: Detailed support processes, contact information, and escalation matrix
5. Schedule E - Acceptable Use Policy: Rules and regulations governing the use of the internet service
6. Schedule F - Network Architecture: Technical diagram and description of network setup and connection points
7. Appendix 1 - Service Location Details: List of service locations and specific requirements for each
8. Appendix 2 - Technical Contact Information: Contact details for technical representatives from both parties
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Banking and Financial Services
Healthcare
Education
E-commerce
Manufacturing
Business Process Outsourcing
Government and Public Sector
Retail
Hospitality
Media and Entertainment
Relevant Teams
Information Technology
Legal
Operations
Procurement
Infrastructure
Network Operations
Service Delivery
Compliance
Technical Support
Contract Management
Risk Management
Relevant Roles
Chief Information Officer
IT Director
Network Manager
Infrastructure Manager
Operations Manager
Technical Operations Director
Service Delivery Manager
Procurement Manager
Legal Counsel
Compliance Officer
IT Contract Manager
Network Administrator
Systems Administrator
Technical Support Manager
Chief Technology Officer
IT Service Manager
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