This Database SLA template is designed for use in the Indian jurisdiction where database services are provided to businesses or organizations requiring structured service commitments. The document is particularly relevant when establishing or formalizing database management services, whether for in-house or external service providers. The SLA Database agreement incorporates requirements from India's Information Technology Act, 2000, and related data protection regulations, making it compliant with local legal requirements. It addresses critical aspects such as service availability, performance metrics, security measures, data protection, backup procedures, and technical support levels. This template is commonly used in scenarios ranging from basic database hosting to complex managed database services, and can be customized based on specific technical requirements and service complexity.
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1. Parties: Identification and details of the service provider and customer
2. Background: Context of the agreement and brief description of the database services being provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used in the agreement
4. Service Description: Comprehensive description of the database services, including scope and specifications
5. Service Levels: Detailed performance metrics, availability commitments, and measurement methodologies
6. Monitoring and Reporting: Procedures for monitoring service levels and reporting mechanisms
7. Support Services: Details of technical support, maintenance, and issue resolution procedures
8. Security Requirements: Security measures, protocols, and compliance with IT Act and data protection regulations
9. Data Management: Data handling, backup, retention, and recovery procedures
10. Service Credits and Penalties: Compensation mechanism for service level failures
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Force Majeure: Circumstances exempt from service level commitments
13. Governing Law and Jurisdiction: Specification of Indian law application and jurisdiction
1. Change Management: Procedures for requesting and implementing service changes - include for complex database services
2. Disaster Recovery: Detailed disaster recovery procedures - essential for critical database services
3. Data Migration: Procedures for initial data migration - include when starting with existing data
4. Exit Management: Detailed exit procedures and data transition - important for large-scale services
5. Compliance Requirements: Industry-specific compliance needs - include for regulated sectors
6. Training and Documentation: User training and documentation requirements - for complex systems
7. Multi-location Services: Requirements for multi-location database services - for distributed systems
1. Schedule A - Service Level Metrics: Detailed technical specifications of service level measurements and targets
2. Schedule B - Pricing and Service Credits: Detailed pricing structure and service credit calculations
3. Schedule C - Technical Specifications: Database specifications, architecture, and technical requirements
4. Schedule D - Support Procedures: Detailed support processes, escalation matrix, and contact information
5. Schedule E - Security Protocols: Detailed security measures and compliance requirements
6. Schedule F - Reporting Templates: Standard formats for service level reporting and monitoring
7. Appendix 1 - Incident Management: Classification and resolution procedures for various types of incidents
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Telecommunications
Manufacturing
Insurance
Banking
Professional Services
Government and Public Sector
Education
Retail
Relevant Teams
Information Technology
Database Administration
Infrastructure
Legal
Procurement
Information Security
Operations
Risk Management
Compliance
Service Delivery
Technical Support
Relevant Roles
Chief Technology Officer
Database Administrator
IT Manager
Systems Administrator
Information Security Manager
Cloud Infrastructure Manager
IT Operations Manager
Data Center Manager
Service Delivery Manager
Procurement Manager
Legal Counsel
IT Contract Manager
Chief Information Officer
Technical Project Manager
Compliance Officer
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