This Storage SLA (Service Level Agreement) is designed for use in the Indian jurisdiction where organizations require formal agreements for data storage services. The document is essential when establishing a contractual relationship between storage service providers and customers who need secure, reliable data storage solutions. The SLA Storage agreement specifically addresses key aspects such as service availability, performance metrics, security measures, and compliance with Indian regulations including the IT Act and data protection rules. It is particularly relevant in contexts where data sovereignty, security, and service quality are crucial considerations. The document incorporates requirements for data localization where mandated by Indian law and includes provisions for service credits, support services, and incident management. This agreement is commonly used by enterprises, data centers, and cloud service providers operating in India, ensuring clear service expectations and compliance with local legal frameworks.
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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 storage services being provided
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Detailed description of the storage services, including capacity, type of storage, and access methods
5. Service Levels: Specific performance metrics, including availability, response times, and reliability targets
6. Security Requirements: Security measures, protocols, and compliance with Indian data protection regulations
7. Data Protection and Privacy: Obligations regarding data handling, privacy, and compliance with IT Act and related rules
8. Monitoring and Reporting: Methods and frequency of service level monitoring and reporting
9. Service Credits: Calculation and application of service credits for performance failures
10. Support Services: Details of technical support, maintenance, and incident response
11. Charges and Payment: Pricing, payment terms, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Liability and Indemnification: Limitations of liability and indemnification obligations
14. General Provisions: Standard contractual terms including governing law, notices, and dispute resolution
1. Data Localization: Required when dealing with sensitive data or payment system data that must be stored within India as per RBI guidelines
2. Disaster Recovery: Detailed disaster recovery procedures, recommended for critical data storage services
3. Migration Services: Terms for data migration services, if provider assists with initial data transfer or exit migration
4. Multi-location Services: Required when storage services are provided across multiple locations or data centers
5. Industry-Specific Compliance: Additional compliance requirements for specific industries (e.g., healthcare, financial services)
6. Value-Added Services: Description of additional services like backup, archiving, or analytics if offered
1. Schedule 1 - Service Level Specifications: Detailed technical specifications of service levels, including measurement methodologies
2. Schedule 2 - Pricing and Service Credits: Detailed pricing structure and service credit calculations
3. Schedule 3 - Security Standards and Procedures: Comprehensive security protocols and compliance requirements
4. Schedule 4 - Support Services and Escalation Matrix: Detailed support procedures and escalation contacts
5. Schedule 5 - Technical Infrastructure: Specifications of storage infrastructure and technical environment
6. Appendix A - Service Request Procedures: Forms and procedures for service requests and changes
7. Appendix B - Incident Management Procedures: Detailed procedures for handling and reporting incidents
8. Appendix C - Exit Plan Template: Template and procedures for service termination and data retrieval
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Financial Services
Healthcare
E-commerce
Manufacturing
Telecommunications
Government and Public Sector
Education
Retail
Insurance
Professional Services
Relevant Teams
Legal
Information Technology
Information Security
Procurement
Compliance
Risk Management
Infrastructure Operations
Service Operations
Vendor Management
Data Management
Cloud Operations
Relevant Roles
Chief Information Officer
IT Director
Data Center Manager
Storage Administrator
Information Security Manager
Compliance Officer
Legal Counsel
Procurement Manager
Infrastructure Manager
Cloud Services Manager
IT Operations Manager
Contract Manager
Risk Manager
Technology Officer
Service Delivery Manager
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