This Customer Based Service Level Agreement template is designed for use in the Nigerian market where service providers need to establish clear, measurable service commitments to their customers while ensuring compliance with Nigerian consumer protection laws and regulations. The document is particularly valuable for businesses providing ongoing services that require defined performance metrics, response times, and service quality standards. It includes comprehensive sections on service definitions, performance measurements, reporting requirements, and remedy mechanisms, making it suitable for both technical and non-technical services. The agreement addresses specific requirements of Nigerian contract law and consumer protection legislation, including the Federal Competition and Consumer Protection Act 2018, while providing flexibility to accommodate various service types and industry-specific requirements.
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1. Parties: Identification of the service provider and customer, including full legal names, registration details, and addresses
2. Background: Context of the agreement, brief description of the services, and the purpose of entering into the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of services provided, including scope, deliverables, and exclusions
5. Service Levels: Specific, measurable performance metrics and standards that the service provider commits to maintain
6. Service Monitoring and Reporting: Methods and frequency of service level measurement, monitoring procedures, and reporting obligations
7. Response and Resolution Times: Timeframes for responding to and resolving different categories of service issues
8. Customer Obligations: Requirements and responsibilities of the customer to enable service delivery
9. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods
10. Dispute Resolution: Procedures for handling disagreements and escalation paths
11. Term and Termination: Duration of the agreement, renewal terms, and conditions for termination
12. General Provisions: Standard legal clauses including governing law, notices, and entire agreement provisions
1. Data Protection and Privacy: Specific provisions for handling personal data, compliance with NDPR 2019, used when service involves data processing
2. Disaster Recovery: Procedures for service continuity in emergency situations, included for critical services
3. Change Management: Process for implementing service changes, used for complex or evolving services
4. Security Requirements: Specific security measures and compliance requirements, included for services with security implications
5. Service Customization: Provisions for service customization options, used when offering tailored services
6. Training and Support: Details of training and support services, included when customer requires ongoing support
7. Compliance with Industry Standards: Specific industry standards compliance requirements, used for regulated services
1. Schedule 1 - Service Level Metrics: Detailed technical specifications of service levels and measurement methodologies
2. Schedule 2 - Service Credits Calculation: Detailed formula and examples for calculating service credits
3. Schedule 3 - Pricing and Payment Terms: Detailed pricing structure, payment schedules, and related terms
4. Schedule 4 - Technical Support Procedures: Detailed support processes, contact information, and escalation procedures
5. Schedule 5 - Service Specification: Technical specifications and service architecture details
6. Appendix A - Incident Priority Levels: Classification and definitions of different incident priority levels
7. Appendix B - Report Templates: Standard templates for service level reporting and documentation
Authors
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Financial Services
Healthcare
Professional Services
Utilities
Enterprise Software
Digital Services
Infrastructure Services
Business Process Outsourcing
Relevant Teams
Legal
Operations
Customer Success
Service Delivery
Technical Support
Quality Assurance
Compliance
Risk Management
Commercial
Account Management
Business Development
Relevant Roles
Service Delivery Manager
Contract Manager
Legal Counsel
Operations Director
Customer Success Manager
Account Executive
Technical Service Manager
Compliance Officer
Quality Assurance Manager
Business Development Manager
Risk Manager
Commercial Director
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