This Service Level Agreement (SLA) with 99.9% Uptime guarantee is designed for deployment in the Indian jurisdiction, serving as a critical contract between technology service providers and their customers. It is particularly valuable when establishing binding commitments for high-availability services, cloud infrastructure, or mission-critical technology solutions. The document comprehensively addresses service availability metrics, measurement methodologies, excluded events, and remedy calculations, while ensuring compliance with Indian legal requirements including the Information Technology Act, 2000 and associated regulations. This template is specifically structured to handle the complexities of modern digital service delivery, incorporating both technical precision in service level measurements and legal robustness in enforcement mechanisms. It includes essential provisions for service credit calculations, escalation procedures, and reporting requirements, making it suitable for enterprise-grade service commitments.
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1. Parties: Identification of the service provider and customer, including their 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, including 'Uptime', 'Downtime', 'Scheduled Maintenance', 'Service Hours', etc.
4. Service Description: Detailed description of the services covered under the SLA
5. Service Level Commitments: Specific commitments including the 99.9% uptime guarantee and other performance metrics
6. Service Level Measurement: Methodology for measuring and calculating uptime, including monitoring tools and reporting mechanisms
7. Exclusions and Exceptions: Circumstances not counted as downtime, such as scheduled maintenance or force majeure events
8. Service Credits and Penalties: Compensation structure for failing to meet SLA commitments
9. Problem Resolution and Escalation: Process for reporting issues and escalation procedures
10. Reporting and Review: Regular reporting requirements and service review meetings
11. Term and Termination: Duration of the agreement and termination provisions
12. General Provisions: Standard contractual clauses including governing law, notices, and dispute resolution
1. Data Protection and Privacy: Required if the service involves processing of personal data or sensitive information
2. Disaster Recovery: Recommended for critical services requiring specific disaster recovery commitments
3. Security Requirements: Needed if specific security standards or certifications are required
4. Change Management: Required for services that may need significant modifications during the contract term
5. Transition and Exit: Important for critical services requiring specific exit arrangements
6. Customer Obligations: Needed when customer has specific responsibilities that affect service delivery
1. Schedule 1 - Service Specifications: Detailed technical specifications of the services
2. Schedule 2 - Service Level Calculations: Detailed methodology for calculating uptime and other performance metrics
3. Schedule 3 - Service Credit Calculator: Formula and examples for calculating service credits for SLA breaches
4. Schedule 4 - Incident Priority Matrix: Classification of incidents and response time commitments
5. Schedule 5 - Contact Details and Escalation Matrix: Key contacts and escalation hierarchy for both parties
6. Schedule 6 - Reporting Format: Templates and formats for regular service level reports
7. Appendix A - Technical Infrastructure: Details of the technical infrastructure supporting the service
8. Appendix B - Maintenance Windows: Agreed maintenance schedules and procedures
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