This Latency SLA template is designed for use in the Indian jurisdiction where service providers need to establish clear, measurable commitments regarding service response times and performance. The document is particularly relevant when implementing critical IT services where latency is a key performance indicator. It incorporates requirements from the Indian Contract Act, Information Technology Act, and related regulations, providing a comprehensive framework for service level commitments. The Latency SLA includes essential technical specifications, measurement methodologies, and remedy mechanisms, making it suitable for cloud services, telecommunications, financial trading systems, and other latency-sensitive applications. This document should be used when parties need to establish specific, enforceable commitments regarding service response times and performance metrics.
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1. Parties: Identifies and provides details of the service provider and customer entering into the SLA
2. Background: Provides context for the agreement and describes the services being governed by the SLA
3. Definitions: Defines technical terms, metrics, and key concepts used throughout the agreement
4. Service Levels: Specifies the latency commitments and performance metrics
5. Measurement Methodology: Details how latency will be measured, including measurement points, frequency, and tools
6. Reporting Requirements: Outlines the frequency, format, and content of performance reports
7. Service Credits: Defines the compensation mechanism for failing to meet SLA targets
8. Exclusions: Lists circumstances where SLA commitments do not apply
9. Resolution and Escalation: Describes the process for addressing SLA breaches and escalation procedures
10. Term and Termination: Specifies the duration of the SLA and conditions for termination
11. General Provisions: Standard contractual terms including notices, amendments, and governing law
1. Disaster Recovery: Specific provisions for maintaining service levels during disaster scenarios
2. Geographic Coverage: Required when service levels vary by geographic region or multiple locations are involved
3. Security Requirements: Additional section when specific security measures affect latency commitments
4. Multi-tenant Provisions: Required when the service is shared across multiple customers
5. Testing Procedures: Detailed testing protocols when complex validation is required
6. Change Management: Procedures for modifying service levels or measurement methodologies
1. Technical Specifications: Detailed technical parameters, architecture diagrams, and network specifications
2. Measurement Points: List of specific points in the network where latency measurements are taken
3. Service Credit Calculations: Detailed formulae and examples for calculating service credits
4. Reporting Templates: Standard formats for regular performance reports
5. Contact Matrix: List of key contacts and escalation hierarchy
6. Baseline Performance Data: Historical or expected performance metrics used as benchmarks
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