This Premium SLA template is designed for use in high-value, mission-critical service arrangements within the Indian jurisdiction. It is particularly suited for situations where service reliability, performance, and quality are paramount to business operations. The document incorporates comprehensive service level metrics, enhanced support provisions, and strict performance monitoring requirements typical of Premium SLAs, while ensuring compliance with Indian contract law, IT regulations, and data protection requirements. It is most commonly used for enterprise-level technology services, managed services, and professional services where standard SLAs would be insufficient due to the critical nature or complexity of services being provided.
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1. Parties: Identification of service provider and service recipient with full legal names and addresses
2. Background: Context of the agreement and brief description of services to be provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used in the agreement
4. Service Scope: Comprehensive description of services covered under the agreement
5. Service Levels: Detailed specification of service levels, performance metrics, and measurement methodologies
6. Performance Monitoring: Procedures for monitoring and measuring service performance
7. Reporting Requirements: Frequency, format, and content of service level reports
8. Support Services: Details of support services, including response times and escalation procedures
9. Service Credits and Penalties: Calculation and application of service credits for missed service levels
10. Governance: Management structure, meeting schedules, and decision-making processes
11. Financial Terms: Pricing, payment terms, and invoicing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination provisions
13. Confidentiality: Protection of confidential information and trade secrets
14. Data Protection: Compliance with data protection laws and data handling procedures
15. Force Majeure: Provisions for handling events beyond reasonable control
16. Dispute Resolution: Procedures for resolving disputes, including escalation and arbitration
17. General Provisions: Standard legal provisions including notices, amendments, and governing law
1. Disaster Recovery: Detailed disaster recovery and business continuity procedures - include if services are mission-critical
2. Security Requirements: Specific security protocols and compliance requirements - include if handling sensitive data
3. Transition Services: Procedures for service transition at start and end of contract - include if complex service handover is required
4. Innovation and Continuous Improvement: Provisions for service enhancement and technology updates - include for long-term agreements
5. Regulatory Compliance: Specific regulatory requirements - include if operating in regulated industries
6. Intellectual Property Rights: Detailed IP provisions - include if services involve creation or use of intellectual property
7. Personnel Requirements: Specific staffing requirements and qualifications - include if service quality depends on specific expertise
8. Insurance Requirements: Detailed insurance coverage requirements - include if services involve significant risks
1. Schedule 1 - Service Descriptions: Detailed technical specifications of all services covered
2. Schedule 2 - Service Level Specifications: Detailed metrics, thresholds, and measurement methods for each service level
3. Schedule 3 - Pricing and Commercial Terms: Detailed pricing structure, including base fees and variable components
4. Schedule 4 - Service Credit Calculations: Formulae and examples for calculating service credits
5. Schedule 5 - Governance Procedures: Detailed procedures for service management and oversight
6. Schedule 6 - Escalation Matrix: Contact details and procedures for different levels of escalation
7. Schedule 7 - Report Formats: Templates and specifications for all required reports
8. Schedule 8 - Technical Requirements: Technical specifications and requirements for service delivery
9. Appendix A - Contact Details: Key contacts for both parties
10. Appendix B - Required Documentation: List of all documentation to be maintained and provided
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